Goodheart Surgery
Average! (61 reviews)
Average! (61 reviews)
Patient feedback reveals a mixed experience across appointment access, booking systems, and care quality. Many patients report significant challenges with appointment availability, lengthy telephone waiting times, and inflexible booking arrangements that require early morning calls with limited advance scheduling options. Reception staff interactions are inconsistent, with some patients describing unhelpful or dismissive attitudes, whilst others praise courteous and supportive service. Care coordination issues have emerged, including delayed appointments for urgent concerns, missed referrals, and inadequate support for vulnerable patients navigating digital systems.
Positive feedback emphasises the responsiveness and professionalism of clinical staff, who are frequently described as efficient, thorough, and genuinely attentive to patient concerns. The introduction of online triage and booking systems has been welcomed by some for reducing phone queue frustration and enabling faster appointment access. Patients consistently highlight the welcoming atmosphere, clear communication, and continuity of care provided by nursing and clinical teams, with many expressing confidence in the practice's ability to address health issues promptly.
Whilst the practice demonstrates strong clinical care and team commitment, systemic challenges around appointment access, booking flexibility, and consistent reception experience require attention to ensure equitable service delivery across all patient groups.
Appointment
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Respect
Seen on time
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Patient feedback reveals a mixed experience across appointment access, booking systems, and care quality. Many patients report significant challenges with appointment availability, lengthy telephone waiting times, and inflexible booking arrangements that require early morning calls with limited advance scheduling options. Reception staff interactions are inconsistent, with some patients describing unhelpful or dismissive attitudes, whilst others praise courteous and supportive service. Care coordination issues have emerged, including delayed appointments for urgent concerns, missed referrals, and inadequate support for vulnerable patients navigating digital systems.
Positive feedback emphasises the responsiveness and professionalism of clinical staff, who are frequently described as efficient, thorough, and genuinely attentive to patient concerns. The introduction of online triage and booking systems has been welcomed by some for reducing phone queue frustration and enabling faster appointment access. Patients consistently highlight the welcoming atmosphere, clear communication, and continuity of care provided by nursing and clinical teams, with many expressing confidence in the practice's ability to address health issues promptly.
Whilst the practice demonstrates strong clinical care and team commitment, systemic challenges around appointment access, booking flexibility, and consistent reception experience require attention to ensure equitable service delivery across all patient groups.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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J C.
4 years ago
Bad!
Receptionists dismissive when booking urgent appointments
I had a very negative experience with this practice. The reception staff were unhelpful and difficult to deal with. My relative, who had previously received treatment for a serious condition, needed to be seen urgently regarding a new health concern that had emerged following their recovery. However, there was a significant delay of several weeks before an appointment could be arranged. During this waiting period, the condition progressed considerably.