Heartwood Medical Practice

Questionable ethics

Little review of my time with Heartwood Medical. Apparently Heartwood prides itself on absolute disregard for its patients. Want an appointment? No, we can only see 6 weeks ahead and there are zero appointments available, and same-day appointments seem extremely difficult to obtain. In my experience, some GPs appeared uninterested in my concerns and I felt the quality of care was below the standard I expected. All you are is a list of checkboxes that, as long as they tick them, they seem satisfied. I often felt that resolving my health concerns was not a priority. Investigative questions to try to understand what is actually wrong with you seemed rare, and I often felt that my concerns were not fully listened to. I was frustrated by what I perceived to be a lack of familiarity with my medical history and current medications. On occasions I felt that treatment options were dismissed without sufficient explanation. If you have multiple physical or mental health conditions, you can sometimes feel as though you are being asked to choose which issue matters most, rather than receiving support for all of them. If you are struggling with your mental health and standard treatment options are not suitable for you, I found it difficult to discuss alternative approaches. I expected a more thorough and knowledgeable approach to my care. The administrative side of the practice can be equally frustrating. I experienced a number of administrative errors and misunderstandings. On some occasions, I felt that information I provided was not properly listened to, leading to confusion and unnecessary stress. I was also surprised to be told that when a pharmacy could not obtain a medication, it was my responsibility to contact other pharmacies to locate stock. This felt like an additional burden at a time when I was already dealing with health concerns. Finally, I was disappointed with how my concerns were handled by the practice management team. I felt that my concerns regarding the actions of senior staff were not fully considered. I disagreed with the conclusions reached during the complaint process and felt that the evidence available was not fully taken into account. The overall impression I was left with is that the practice struggles with communication, accessibility, and responding effectively to patient concerns. While I appreciate that NHS services are under considerable pressure, patients should still feel listened to, respected, and supported. My overall experience left me feeling frustrated and lacking confidence in the support I received.

Frustrating healthcare delay leads to private surgery

Endured a grueling twelve-month wait from my initial consultation to review x-ray findings concerning my persistent hip osteoarthritis. Despite the clinic claiming 'patient informed,' I received no communication about the results. The printed report simply states 'no further action,' yet nobody has reached out to discuss the symptoms that have significantly worsened over the past year. Frustrated by the lack of care, I've been forced to seek private surgical intervention due to unbearable pain and severely limited mobility. I'm appalled by the apparent indifference of this supposedly compassionate healthcare profession. If the rating system allowed, I would give zero stars. The treatment I've received is utterly unacceptable and shameful.

Very Poor Practice

You should only join this GP Practice if you know you will NEVER need medical help/treatment. The GP Surgery is staffed by GPs who seem to have limited medical knowledge and no idea how to progress treatment or act on obvious needs from test results. Absolutely appaling!

Disappointing healthcare referral with poor service

Felt disappointed after being directed to this place through NHS referral

Terrible service and long wait times at clinic

Quality has drastically declined. Scheduling is a mess - calls aren't processed correctly, and when arriving, records aren't in the system. The doctor claims prescriptions are completed, but nothing materializes. Hospital notes are left unread by physicians. Receptionists spend excessive time chatting, then claim appointments are missed due to their own delays. We need to restore the previous standard of care and reduce appointment waiting times to one month. The Woodville overflow area should be utilized, and Saturday appointments should be implemented. Clinicians should handle routine matters, not new diagnoses. Blood tests for teenagers should return to being conducted at the doctor's office, as before. Despite official government paperwork, we're all human. It's time to reinstate the care we deserve - that's the fundamental purpose of healthcare professionals. Medical staff must actively listen to patients and commit to meaningful improvements. These reviews should drive positive changes, not be disregarded.

Terrible service and impossible to get appointments

I recently switched medical practices because the front desk employees demonstrate such a poor attitude, bordering on outright disrespect. It's unclear if the management is aware of or concerned about their staff's behavior. If you're planning to need medical attention, you'd better schedule well in advance, as securing an appointment is incredibly challenging.

Terrible healthcare and zero compassion for patients

If I could award zero stars, I absolutely would. They display complete apathy towards patient well-being. I strongly advise seeking medical care anywhere else if you have the option.

Frustrating healthcare runaround with no real help

My partner endured a lengthy wait of almost two hours, which is somewhat typical. He was dealing with oral thrush, and the over-the-counter medication has been unavailable for a year. He required a prescription-only antifungal treatment. The nurse instructed him to return to the pharmacy and determine prescription availability. She suggested that if he came back the next evening and mentioned this to the receptionist, she would immediately write a prescription. After investigating the available options, he returned the following night, only to be informed by the receptionist that the previous night's information was no longer valid. He would need to complete another form and wait behind approximately 20 other patients. Absolutely ridiculous! A qualified nurse should be aware of what medications can be prescribed!!!

Heartwood medical center fails vulnerable patients completely

I would strongly caution anyone against associating with this medical practice. My twin daughters and I are responsible for caring for my mother, who suffers from COPD, and recently she experienced a serious chest infection causing cardiac complications, resulting in atrial fibrillation. When I initially sought assistance from Heartwood Medical Center and requested a GP's help, the response was dismissive - they claimed they couldn't spare time to assess my mother and were unconcerned about her unstable blood pressure and pulse rate. Consequently, my mother was rushed to hospital by ambulance on Thursday, briefly returned home Friday, but was readmitted Saturday and remained at Royal Derby Hospital until Monday. During her stay, the cardiology team increased her Verapamil medication from 160mg to 240mg in an attempt to manage her heart rate. This situation perfectly illustrates why the NHS is so overwhelmed - doctors seem unwilling to make even minimal efforts to provide proper patient care, which inevitably leads to overcrowded emergency departments.

Frustrating wait times and limited medical access

Getting an appointment at this medical facility is incredibly challenging. The earliest they can schedule a paramedic consultation is two weeks out, and securing a doctor's appointment requires waiting over a month and a half.

Terrible service and zero customer communication

Attempting to schedule an appointment is futile; they've become completely indifferent to customer needs and seem utterly uninterested in providing basic service.

Compassionate care with quick and friendly service

Exceptional Healthcare, I'm truly appreciative of the incredible medical professionals caring for my child and me. Whenever I reach out, I'm consistently able to secure a prompt appointment, and I'm thankful for their flexibility in accommodating my scheduling needs. I'd also like to extend my gratitude to the wonderful reception staff who always greet me with warmth and a willingness to assist. Continue maintaining this outstanding level of service

Friendly and helpful staff made my day

The employees are incredibly friendly and empathetic.

Worst medical experience ever terrible care

My surgical experience was abysmal. Following an urgent procedure last year, I've been seeking follow-up care, but the medical team consistently makes me feel terrible for reaching out. Their communication is nonexistent, relying solely on one-sided text messages that prevent any meaningful dialogue. To receive any attention, you must constantly battle and argue just to be seen, and then battle again to obtain any actual treatment. Even with recurring prescriptions, they persistently challenge and dispute everything. Attempting to lodge a complaint via email yields the same confrontational response. There's absolutely no empathy or sense of professional responsibility. It's no surprise that patients frequently end up in emergency departments due to such appalling healthcare management.

Heartwood health center fails miserably at patient care

Upon entering Heartwood's Reception, patient privacy is completely absent - everyone waiting can overhear deeply personal medical discussions, which feels incredibly uncomfortable. Attempting to secure an urgent appointment is futile, with a staggering three-week wait despite claiming urgency. The receptionists display zero compassion, mechanically processing requests without any genuine concern. Your alternative options are equally frustrating: visiting the drop-in centre involves enduring a lengthy, freezing outdoor queue during winter, which is especially challenging when you're already unwell. Another option involves frantically calling precisely when they open, hoping to navigate an endless recorded message queue while exhausted and sick - a near-impossible task. The out-of-hours surgery presents another bleak scenario: standing in bitter winter cold, waiting for 6:30pm doors to open, desperately hoping to be seen within a potentially lengthy timeframe. The entire experience feels designed to test patients' patience and resilience, rather than provide supportive healthcare.

Frustrating phone system ruins customer service experience

Scheduling an appointment here is nearly impossible. The moment the phone lines open at 8am, all you hear is a constant busy signal before the call disconnects. There's absolutely no hold system or waiting queue in place.

Compassionate staff but frustrating wait times

Medical staff were welcoming and personable, but the parking situation is extremely inconvenient, and scheduling an appointment requires significant patience due to lengthy wait times.

Terrible service that will drive you crazy

Complete disaster of a medical practice. They schedule consultations using inaccurate details, even after you've corrected them, and employ unqualified personnel that force you to reschedule. Appointment slots are perpetually unavailable, and they're consistently running behind from the moment they open their doors. Both the administrative staff and physicians demonstrate a shocking lack of competence. Avoid this place if you value your mental well-being.

Terrible service with mixed staff performance

Disappointing interaction marked by poor communication and staff incompetence. One receptionist appeared completely clueless and unable to provide basic information. Thankfully, another staff member at the front desk was incredibly helpful, swiftly addressing all the questions the first employee couldn't handle. The manager's response was equally frustrating, showing little interest in addressing our concerns and dismissing our complaints outright.

Unprofessional care and dismissive staff at surgery

I regrettably cannot endorse this medical practice. Following my hand surgery, a Nurse only partially removed my stitches, and my courteous follow-up emails went completely unacknowledged. Their Facebook Page contained disparaging remarks about patients. Despite having intricate health challenges, a GP during a telephone consultation dismissively told me I "overthink things" and suggested I merely had a "standard viral infection." The staff demonstrate a clear divisive approach towards patients, seemingly lacking respect and failing to deliver the high-quality care outlined in N.I.C.E Guidelines.