Goodheart Surgery

Doctor listens and explains things clearly

The healthcare professional demonstrated professionalism throughout the appointment, providing clear explanations of matters discussed. When uncertain about specific points, they were willing to address any queries raised. The approach was consistently helpful, with genuine attention given to understanding the patient's concerns.

Quick and efficient flu jab appointment

Attended for a vaccination appointment and the visit was completed very quickly.

Online triage system made booking much easier

I have nothing but praise for this GP practice. Whenever I contact them regarding a health concern for my family member (which is quite infrequent), the matter is handled swiftly and efficiently! The updated online appointment system appears to function considerably better, resulting in shorter waiting periods, and the clinical staff are consistently courteous and professional. I attended an appointment recently and found the clinician to be both efficient and supportive. I was also fortunate enough to secure a same-day slot for a routine test (though I recognise this was fortunate timing), and the administrative team are genuinely pleasant and helpful! They're quite different from what you'd typically expect from GP reception staff. There was one issue with the practice several years ago, but the management team took the time to meet with me, listen to my concerns, and resolved matters in a fair and satisfactory manner. I regularly recommend this practice to anyone I know who experiences difficulties elsewhere. I have complete trust in my GP practice and find it puzzling why others struggle with theirs when this one performs so well! Thankful for our NHS ✨

Nurse made me feel at ease

Excellent healthcare professional who creates a welcoming and comfortable atmosphere.

Surgery email addresses don't work properly

The contact information listed for this practice appears to be inaccurate across multiple channels.

Reception sent us to pharmacy instead of doctor

What a frustrating experience. I took my elderly father, who has multiple health conditions, to the audiology department for hearing aids and received excellent care there. However, I was advised to contact his GP immediately regarding a concerning issue that had been identified during the appointment. When we arrived at the surgery, the reception staff directed us to the pharmacy instead, despite being told this was urgent and the practice was closing shortly. We were then told to return to the GP surgery as this should not have been handled that way. The lack of coordination between departments left me feeling confused about the appropriate pathway for care.

Staff were helpful and attentive throughout

The entire team demonstrated helpfulness and support throughout my visit.

Concerns dismissed and medication unsuitable

Following what was reportedly characterized as an incorrect initial assessment, I received a prescription that did not seem appropriate for my situation. Additionally, another health concern I raised appeared to be dismissed without adequate consideration.

Online triage saves time and fits work schedules

The online triage system used early in the day has eliminated the need to wait in lengthy phone queues, only to be informed that no further appointments are available and to try calling back the following morning. The appointments have been arranged promptly, typically within hours, with availability either the same day or within the week, which has worked well with my employment schedule.

Impossible to book appointments around working hours

The appointment system is frustrating, and as someone who works, trying to secure a slot that fits around my schedule feels impractical. I called at 9am needing urgent care only to find that all available triage appointments for that day were already booked. There was an expectation that appointments could be booked online, but this isn't how it actually works. You can request a triage appointment, though you may need to wait until late morning, around 11 to 11:30am, for a callback. On several occasions, I've had to contact the out-of-hours service because I couldn't obtain an appointment through the standard system.

Online booking made appointment quick and easy

First time using the online appointment system, submitted a request at 8 and was seen at 20 past 11, very pleased with the team and the service provided, thank you.

Friendly staff made me feel valued

Outstanding team members who are approachable and provide individualised care.

Fast appointment booking and helpful reception

Outstanding and prompt.

Gets looked after when I visit

I'm grateful that I don't need to visit frequently, but whenever I do go, I consistently receive excellent care.

Online booking beats the phone queue

The online booking system appears to be a positive development, as it eliminates the need to call early in the morning only to find that all slots are unavailable. The ability to select from available appointments at your convenience is a useful feature. While there may be initial adjustment challenges and some issues to resolve during the implementation phase, the system seems likely to work well once these early difficulties are addressed.

Kind nurse made me feel heard

The appointment with the nursing staff was pleasant and welcoming.

Friendly staff made me feel welcome

Extremely welcoming and very supportive throughout the visit.

Quick response and staff who actually listen

No matter what your problem is, it's dealt with within a day. The reception staff try to do as much as they can, the clinical team care and explain in detail if you do not understand the medical terminology. The clinicians are always on hand if you need them. Great practice 👌

Welcoming staff who genuinely listen and help

Upon arrival at the surgery, there is consistently a warm greeting. I am genuinely appreciative of the assistance and support that has been provided to me throughout my time as a patient. The team demonstrates genuine commitment to their work.

Referrals promised but never actually made

The star rating is zero. In 2020, a referral for assessment was promised for my child, yet two occupational therapy referrals were never made. After a year of waiting, I was only recently informed that a paediatric appointment had not been arranged despite the lengthy delay. The service provided was absolutely appalling. There appears to be a lack of concern for children's wellbeing, and the approach seems to place them in circumstances that may be harmful. I do not feel the staff demonstrated professional standards.