Goodheart Surgery

Polite staff who really listened to me

Excellent practice with courteous staff and brilliant clinicians.

Staff were friendly and helpful throughout

The team at this practice, including both clinical and administrative staff, were all very pleasant and welcoming.

Finally got my ongoing issue sorted

I'm very pleased with this practice. I had a persistent concern that I felt wasn't being addressed previously, but after attending two appointments here, the matter has been resolved. The team members are wonderful and genuinely willing to go the extra mile to assist patients.

Quick appointment booking made the difference

I recently experienced a nasal infection and visited a pharmacist who recommended I would need a prescription medication to address it. Rather than assume booking an appointment would be problematic, I decided to visit the practice directly to enquire about obtaining this. A member of staff was helpful and arranged for me to see a clinician the following morning. My appointment went smoothly and I received the care I needed.

Helpful advice on acupuncture for back pain

I attended an appointment and requested acupuncture for my back pain, as I had found it beneficial for a previous condition. I thought it might help with my current back discomfort and nerve-related issues.

Reception staff gave conflicting information about appointments

This has been by far the poorest service I have experienced. I was advised by multiple staff members that I did not require an appointment, yet ten days later without any medication, I was informed otherwise. On several separate occasions, staff appeared to have the ability to assist me but chose not to. There were discrepancies in what I was told about my situation, though evidence I gathered contradicted these accounts and suggested the issue lay with reception staff. I am prescribed significant quantities of controlled substances by various specialists, and I felt the decision to withhold my medication was inappropriate and overstepped professional boundaries. Each member of staff I interacted with provided conflicting information that proved inaccurate. I intend to pursue this matter through formal complaints procedures at the highest levels, including escalation to relevant oversight bodies and wider disclosure. I was issued a formal warning despite my interactions not involving abusive or violent behaviour—merely enquiries about my medication and attempts to arrange an appointment. I am determined to pursue this complaint as far as possible through all available channels.

Felt genuinely listened to and well cared for

I've received excellent care from my healthcare provider, who along with their clinical team consistently goes above and beyond.

Long phone queues, no appointment slots available

I was disappointed with my experience when I called to arrange an appointment for a persistent concern. After waiting on the line, I was informed that appointments could not be booked at that time and was advised to call back early the following morning instead. I found it frustrating that I was unable to schedule a future appointment, even for a date further ahead. The inflexibility of the booking system felt like poor service to patients.

Confusing login system for prescription requests

I require an important medication prescription to be authorised by this surgery, but the process has been frustrating. The practice repeatedly directs patients to use online systems without providing adequate guidance on how to access or navigate these platforms.

Reception staff talk over you like robots

It is difficult to obtain appointments at this practice, as they frequently direct patients to attend an alternative facility in town instead. If I had wanted to be seen elsewhere, I would have registered there accordingly. The reception staff can be dismissive and seem to take offense when this approach is questioned. The overall service feels inadequate, and it is frustrating to see taxes increase without receiving the level of care one would expect in return. I would rate this experience very poorly.

Phone queue moves painfully slowly here

I arrived at position 15 in the queue and after more than an hour had only progressed to 8th place. It seems each call takes considerably longer than expected. I attempted to use the app to book an appointment, but found this functionality unavailable, leaving the phone queue as the only option to reach someone.

Online-only booking left elderly patient without support

I had a very poor experience trying to help my elderly mother access care at this surgery. She made several attempts to book an appointment as she was experiencing symptoms of concern, but was repeatedly told that all bookings must be completed online. As an older person unfamiliar with digital systems, she found this process difficult and was reluctant to ask family members for assistance. A brief in-person demonstration from reception staff could have resolved this quickly, but this support was not offered. After multiple unsuccessful attempts to secure an appointment or receive any assistance, she had to contact the out-of-hours service, who arranged for her to be taken to hospital. Her condition had deteriorated significantly by this point, and she was subsequently admitted for treatment of a serious infection. The hospital medical team indicated that earlier intervention and treatment at GP level would likely have prevented her condition from becoming so severe. I am extremely disappointed with the level of service and support provided at this practice.

Friendly staff made the transition smooth

I was transferred to my new practice when my long-standing GP retired. I have now had the opportunity to compare the service at this surgery with my previous one. From the outset, I have been very pleased with the attentive, welcoming, and courteous approach of all the staff members I have interacted with, which reflects how healthcare professionals should conduct themselves. The practice has been prompt and organised in managing vaccinations and routine health checks appropriate to my age. I acknowledge that scheduling appointments can sometimes be challenging, though I understand that a well-regarded surgery will naturally have a full schedule. I feel confident that I will continue to receive excellent healthcare from this practice.

Inflexible appointment system frustrates working patients

The appointment system at this practice is extremely inconvenient for working patients. You are required to call at 8 in the morning, wait on hold for extended periods, and can only book appointments for the same day rather than in advance. The clinical staff came across as dismissive and unhelpful, with concerns that issues were not adequately addressed. This practice would not be suitable for those seeking accessible healthcare services.

Receptionist rudeness ruined the booking experience

It was frustrating to ring early in the morning to arrange an appointment and then wait without receiving a callback. When I rang back later after work, I had a difficult interaction with a receptionist who became defensive when I asked about when I might expect a call. They mentioned a manager would contact me the following day before ending the call abruptly. However, when I rang again, I spoke with another member of staff who was very helpful and courteous, explaining that I could expect a call within an hour.

Staff lost critical medical records and documents

I would rate this practice much lower if the system allowed it. I found the service to be significantly below standard. The staff appeared to lack the necessary competence for their roles. I was given an incorrect diagnosis for what turned out to be a different condition and prescribed medication that was not appropriate for my actual health issue. My mother's medical records went missing for an extended period, which resulted in a delay to her care and contributed to her health deteriorating. Additionally, her medication list was misplaced, which meant she was unable to access her prescribed medications for several days. I cannot recommend this practice to others.

Missed phone appointment left me frustrated

I had a frustrating experience waiting several days for a scheduled telephone appointment that ultimately did not take place. When I contacted the surgery to follow up, I was informed of a significant delay before I could be seen again. I have an outstanding health review that needs to be completed. This situation has been unhelpful for my wellbeing and I feel let down by the service.

Quick referral to hospital specialist arranged

I really must express my gratitude to the practice. I was experiencing a health concern and within three weeks, I was sent for testing initially, followed by a referral to hospital to see a specialist in the second week, and then had a minor procedure in the third week. The team were very efficient and responsive throughout. I have been a patient here for quite some time now and have consistently found the staff to be helpful and supportive. I would certainly recommend them to others and thank them for their care.

Struggling to get through on the phone

The telephone waiting times at this practice are consistently problematic.

Phone reception made appointment access difficult

The appointment system is extremely frustrating. It is difficult to secure a consultation, whether by phone or in person. The reception staff ask detailed questions about the nature of the visit before directing calls appropriately, which feels unnecessary. When appointments are unavailable on the day requested, it adds to the sense of poor service delivery. Since the pandemic, there appears to be a shift towards remote consultations, which many patients find unsatisfactory. Overall, the service feels inadequate and falls short of expectations.