Goodheart Surgery

Staff finally listened and took concerns seriously

I have been with this practice for approximately one year now. Initially, I had some reservations after experiencing a couple of difficult interactions with certain staff members, and I seriously considered switching to a different practice. I have several ongoing health concerns, and I did need to attend appointments quite frequently during my first few months. At times, I felt that some members of the nursing team viewed my visits as burdensome, though this was not the case with everyone. However, there was a remarkable turning point, and the overall attitude and approach to my care transformed significantly. When I was seen by a clinician, there was a notable difference in the quality of care. This healthcare professional not only listened to what I had to say but genuinely heard my concerns, took them seriously, and followed up on all the points I raised. It is practitioners of this calibre that elevate the standard of a practice. I am deeply grateful for the attentive care, support, and appropriate referrals I received. I subsequently had to attend for a routine annual health check with a specialist nurse. The level of professionalism and expertise was exceptional. Comprehensive assessments were carried out, including all necessary observations and tests. The care provided was thorough, and when I asked questions, the explanations given were clear and informative. I cannot have asked for better support. I felt as though my prayers were answered when I was contacted by a member of the administrative team from the practice. I can honestly say I have never felt more at ease or cared for within a GP setting. This person was approachable and easy to communicate with. Once again, I felt truly listened to and understood, without being rushed through the conversation. Everything was explained clearly, my questions and worries were addressed, and I was given a clear understanding of the next steps in my care. This team member demonstrates genuine empathy and understanding of people, which is a quality not everyone possesses, combined with authentic care and compassion. I would like to extend my thanks to everyone involved in my care. The difference this has made to my experience has been substantial, and I am now confident in my decision to remain with this practice. If you are not feeling heard or supported by your GP practice, I would certainly recommend this surgery.

Friendly nurse who listens and explains clearly

The nursing staff member I saw was friendly and approachable, putting me at ease from the start. They were easy to communicate with and listened carefully to my concerns. They provided helpful guidance and explained clearly what procedures would be carried out and the purpose of any tests. Everything was conducted in a professional manner. This practice is fortunate to have such a capable and personable member of staff.

Clean surgery with convenient online booking

The practice maintains excellent cleanliness and organisation throughout. Appointment reminders arrive promptly via text message. The online appointment booking system proved convenient and straightforward to use. The team demonstrated professionalism and helpfulness throughout my visit.

Quick appointment with minimal waiting time

Attended an appointment where a blood sample was requested. The wait time was minimal and I was seen very quickly.

Reception staff really turned things around

Over the last few months, I have received exceptional care from the clinical team at the surgery. The staff made me feel that they genuinely cared about my wellbeing. They provided support when I felt isolated and hesitant to reach out for help. Although I had experienced some concerns with the practice in the past, recent interactions have restored my confidence in them. The team has made a real positive difference to my experience.

Easier booking made getting an appointment simple

Since the appointment booking system was updated, I found the process of scheduling a visit considerably more straightforward. The clinician I saw was prompt in seeing me and demonstrated genuine enthusiasm in addressing my health concerns.

Staff made me feel genuinely heard and valued

I have been a patient at this practice for over three decades. The entire team consistently demonstrates friendliness and a genuine willingness to help. The clinicians have always taken time to hear my concerns and have arranged specialist referrals appropriately when required. The nursing staff create a warm, approachable atmosphere that feels personal rather than formal. Even during busy periods, the reception team maintains their courtesy and supportive manner.

Friendly staff made switching practices worthwhile

The staff here are wonderfully approachable and the service runs smoothly. I'm really pleased I decided to switch to this practice.

Clean and comfortable appointment room

The nursing staff member was lovely and friendly, putting me at ease during my visit. They were very informative and helpful throughout. The consultation room was really clean and comfortable. Thank you for a great visit ⭐️⭐️⭐️⭐️⭐️ 5 Stars all round for the surgery. 👍😊

Felt genuinely listened to during consultation

The healthcare professional consistently delivers thoughtful consultations where patients feel valued as individuals rather than simply processed appointments.

Poor communication and defensive responses to questions

The practice demonstrated limited responsiveness to multiple requests for managerial contact. When inquiries were made regarding procedural processes, staff responses came across as resistant rather than supportive in addressing concerns about patient-focused systems.

Nurse kept my son calm and relaxed

The nursing staff member was wonderful when speaking with my child, helping to keep them calm and at ease throughout the appointment. My child was very pleased with the care received, and I'm grateful for their support.

Helpful and efficient appointment experience

The clinician was helpful and efficient, demonstrating a willingness to go above and beyond in their care. I would highly recommend this surgery to anyone.

Professional reception staff made booking easy

Demonstrated a professional and courteous manner throughout.

Quick blood test appointment after consultation

I attended a medical appointment this morning where blood tests were recommended. I had a follow-up appointment scheduled shortly after leaving the clinic, and the healthcare professional who conducted the blood work was very pleasant. The procedure was quick and straightforward, taking only a few minutes, and the service was well-organised.

Felt listened to during my appointment

Absolutely a brilliant appointment. The clinician certainly knows their job 100%.

Friendly reception made the visit pleasant

Outstanding

Staff prioritise urgent cases fairly well

The practice team consistently evaluates treatment requests based on their level of priority, including those that are relatively minor in nature. This approach means appointments are generally available when required.

Friendly staff and no waiting around

Attended my appointment at the scheduled time and found the team to be welcoming and approachable. Everything went smoothly.

Friendly staff made me feel heard

Supportive. Welcoming. Positive visit overall.