Heath Hayes Health Centre

Phone lines constantly busy and hard to reach

I was asked to bring my own dressing to an appointment for a wound care procedure. I have found it very difficult to reach the practice by telephone regardless of when I try to call. The appointments frequently run behind schedule. Overall, I have been disappointed with my experience at this health centre compared to others I have attended.

Quick appointments through the NHS app system

I submitted a triage form regarding a minor health concern and received an appointment within seven days. On occasions when I required prompt attention, the practice was able to accommodate me for necessary testing. The standard of care throughout my visits has been excellent, with matters being resolved efficiently. Although I recognise that some patients find the digital appointment system challenging, I have had no difficulty navigating it or ordering my regular medications through it. The closure of local pharmacy services has created additional demands on the practice, yet I have consistently received the support I need, including same-day appointments when urgency has been required.

Long wait on phone for unhelpful response

I recently spent approximately an hour waiting on the telephone line, only to be informed that there were no available appointments and that I should contact the NHS 111 service instead.

Prescription delays caused four days without medication

Submitted a prescription request on Monday and attempted to collect it on Wednesday, but it was not available. After visiting the surgery to follow up, staff indicated it would be sent with priority status. Returned on Friday to find it still had not arrived, and was again assured it would be prioritised. The prescription remained unavailable on Saturday. Visited again on Monday morning to discover that some items had not been delivered due to the weekend closure. After eight days, the prescription was finally ready, though upon collection it became apparent that certain items were incomplete, with individual packs missing from orders that should have contained multiples. This resulted in a four-day period without access to medication. The overall experience with this practice has been frustrating and poorly managed.

Repeat prescriptions constantly forgotten and delayed

I have had a very poor experience with this practice. The repeat prescription service has been consistently problematic for me and my family members, requiring multiple follow-up calls each time a prescription is needed. I have also observed other patients expressing frustration about similar issues at reception. Additionally, I felt that medication adjustments were made too quickly without adequate gradual reduction. During a recent appointment for blood tests, I was informed that the procedure could not be completed due to insufficient information being recorded about what tests were required.

Impossible to get through on the phone

I have been attempting to contact the practice repeatedly over several days without success. Following the standard queuing process, I eventually reached the front of the queue after a considerable wait, only to then be left on hold for an extended period with no one answering the call. This experience was extremely frustrating. It appears that getting through to someone at the practice is nearly impossible, and I felt as though my attempts to reach them were simply not being prioritised.

Call back queue took hours to respond

I contacted the surgery to book an appointment for my granddaughter and was placed on hold. I opted for a callback and was eventually called back after approximately two and a half hours. I was then told that the earliest available slot was several weeks away. The receptionist suggested that if urgent medical care was needed before then, I could take my granddaughter to a drop-in centre, though this was located quite far away. When I asked about the possibility of attending the practice later that day or evening and waiting to see a clinician, this was not permitted. The overall service I received from this surgery was considerably below what I would have considered acceptable and left me feeling quite let down.

Reception staff made me feel like an inconvenience

The receptionist's manner was unwelcoming. When I called the practice, I was informed I was sixth in the queue. I chose to visit in person instead, but noticed the phones were ringing while staff members were engaged in conversation. The receptionist who assisted me seemed to view my presence as bothersome. I required an appointment change due to work commitments, but the available slots offered were during my working hours. As the first point of contact at the surgery, this interaction left a negative impression. This was a disappointing experience with the reception staff.

Phone lines answered but information was wrong

At least they picked up when I called. The other location appears to be unavailable after 5pm - I was on hold for 25 minutes without getting through. When I eventually reached this practice, I was informed that I had been given incorrect information about my appointment timing by staff at the other location. It was frustrating to have wasted that time.

Receptionists made booking straightforward and easy

I attended the practice recently. The reception staff were friendly and efficient in scheduling my appointment. The clinician delivered excellent care throughout the consultation, demonstrating thorough examination skills, sound clinical judgment, and genuine concern for my wellbeing. I am grateful to them and the entire practice.

Reception staff made the process unnecessarily complicated

I contacted the surgery last week regarding a medication issue with my prescription. The pharmacy staff were helpful in identifying an alternative option and suggested I request this from the GP instead. When I called the surgery to discuss this, I was informed that I would need to bring written documentation to the practice in person. I asked if this could be handled over the telephone, but was told this wasn't possible and that the paperwork needed to be scanned. I made the trip to the surgery today with the documentation, only to be told that the matter could have been resolved by phone after all. I found this frustrating, as it created unnecessary inconvenience. I have completed several patient feedback surveys in the past, but feel that the suggestions raised are not being acted upon, which makes me question the value of providing feedback through these channels.

Phone queues make appointments impossible

Extremely disappointing experience with contacting the practice. Attempting to reach them by telephone results in exceptionally long wait times, even when the automated system indicates you are first in the queue. The administrative support appears to be inadequate for managing patient inquiries efficiently.

Phone consultation left me feeling dismissed and unheard

I had a very disappointing experience during a recent phone consultation. The clinician seemed dismissive of my concerns and appeared unwilling to provide assistance. Rather than exploring options, I was simply told that nothing could be done and was directed toward emergency services, despite my situation not being an emergency. The interaction felt unprofessional and disrespectful, leaving me frustrated and upset. It is concerning to encounter healthcare providers who do not seem genuinely interested in supporting patients' wellbeing.

Impossible to get an appointment here

This practice has been extremely difficult to access for medical care, with appointment availability being a significant ongoing concern that substantially impacts its usefulness as a healthcare provider.

Clean surgery with helpful reception staff

The practice was well-maintained and organised. There were helpful resources available regarding health matters. The team members were supportive and attentive.

Couldn't get emergency appointment when needed

Disappointing experience. I would rate this much lower if possible. This is my partner's surgery and the soonest available appointments were over a month away. When we requested an urgent appointment, it was not granted. My partner had already taken three days off work at that stage, and given his profession as an educator, this created significant difficulty. It felt inadequate when immediate medical attention was needed. I have not encountered these same delays at my own practice. The situation requires improvement. Falls short of acceptable standards. 😡

Reception mix-up led to wrong referral

This surgery experience was deeply disappointing. There was an issue with a referral for my son regarding a serious health condition that could have been resolved with better communication or a corrected referral. Additionally, while reviewing my son's medical records, I discovered that confidential notes belonging to other patients had been inappropriately included in the file, which raised significant concerns about record management practices at the practice.

Impossible to get an appointment here

I would give fewer stars if possible, as this practice has been disappointing. Obtaining an appointment is consistently difficult, and when one becomes available it is often several days away, making it feel pointless by then. The overall experience has been quite frustrating.

Reception blocks appointments at every attempt

I have found this practice to be extremely unsatisfactory during my time as a patient. Over the past two years, I have been unable to secure an appointment with a clinician. Regardless of when I attempt to book, appointments consistently appear to be unavailable. It raises questions about the practice's capacity. The process of trying to access care feels overly bureaucratic. The reception team requests extensive information before any assessment can be made, only to ultimately direct me elsewhere. The standard responses seem to be suggestions to attend emergency services, urgent care centres, or to contact NHS 111. I manage several chronic health conditions and have experienced periods where I have felt particularly unwell. During these times, I have not received the level of support I would have expected from my registered practice. I am actively seeking to transfer my care to an alternative provider that can better meet my needs, though I am constrained by geographical limitations in doing so.

Couldn't get through on the phone

The practice is difficult to reach by telephone.