Heath Hayes Health Centre

Impossible to book appointments with rude staff

Disappointed to rate it 1 star It is extremely difficult to obtain an appointment with a clinician. The reception staff come across as unfriendly and intrusive, asking for extensive personal information during phone calls before informing callers that no slots are available. On the rare occasions an appointment is secured, there are significant delays, often exceeding 40 minutes. Despite this, the practice continues to register additional patients while struggling to provide timely care to existing ones. The standard response to concerns appears to be directing patients elsewhere to alternative services, which feels inadequate.

Reception staff need better mental health training

Would give 0 stars and will be making a formal complaint! I requested an appointment due to mental health concerns and needing to discontinue medication following an adverse reaction. I was initially scheduled with a nurse, who indicated they were unable to assist and suggested I contact reception to arrange a GP appointment instead. Reception informed me that the earliest available GP slot was three weeks away, which left me extremely upset. When I expressed my distress, I was told I would need to attend A&E, with no acknowledgement of my concerns. I had clearly stated upfront that I needed to see a GP and explained my reasons, so I was frustrated that my appointment had been scheduled with someone else. I intend to lodge a formal complaint and believe that reception staff would benefit from additional training in recognising sensitive health matters such as mental health issues and ensuring patients are booked with the most appropriate clinician for their needs.

Reception staff made me feel unwelcome

I'm reluctant to leave such a low rating, but I feel compelled to share my experience. My partner was recently discharged from hospital following a significant procedure and required follow-up care. I visited the surgery to arrange necessary post-operative appointments. Unfortunately, the receptionist's manner was quite dismissive and made me feel unwelcome. I also enquired about documentation for time away from work, as what my partner currently had would soon expire. The response I received was unhelpful and made me feel judged for asking. I was disappointed by this interaction, as I expected the practice to be more supportive and informative rather than making patients feel uncomfortable.

Long wait left without being seen

Quite frustrated with my recent visit. I arrived for my scheduled appointment with the physiotherapy service and waited from mid-afternoon onwards. After spending nearly an hour in the waiting area without being called through, I approached reception to inquire about the delay. I was informed that the clinician had already departed for the day and had not called my name. To make matters worse, I subsequently learned they would be unavailable for the following week due to leave.

Receptionist attitude made appointment difficult

The receptionist's manner was quite unwelcoming and could benefit from improvement.

New doctor dismissed autism concerns dismissively

I have been seeking support for my child regarding developmental concerns. During a recent appointment, the clinician responded dismissively to my request and made a generalised comment suggesting that many parents have similar worries. Due to this experience, I decided to pursue private assessment instead. The private evaluation confirmed my concerns.

Reception staff were dismissive and unhelpful throughout

A very disappointing experience at this surgery. Most medical practices demonstrate strong support for their patients and maintain a clear duty of care, but this particular surgery does not appear to share that commitment. The overall attitude seemed dismissive of patient concerns. I encountered several significant problems during my time as a patient here. The reception team displayed what I felt was discourteous behaviour. I was scheduled for one type of appointment but arrived to find it was actually a different procedure entirely. When I needed help with a respiratory infection, I was unable to secure an appointment or obtain a prescription. Additionally, when my young child required medical attention, I was told no further appointments were available that day, despite the child being unwell. After contacting the out-of-hours service, I was still directed back to this same surgery for a telephone consultation. Due to my concerns about the standard of care and service I received, I felt compelled to lodge a formal complaint with the relevant regulatory body. This practice falls well short of acceptable standards.

Receptionists need better phone queue management

This practice and the clinical staff are among the finest healthcare providers I have experienced. The support and telephone consultations, particularly during the pandemic period, have been exceptional. The assistance with blood testing and mental health support has been valuable. The community health checks, including management of chronic conditions, were delivered with great care by the nursing team. I am puzzled by the negative reviews that appear elsewhere. I am a patient registered at this location and remain grateful for the service provided. I would not wish to change anything about this practice. Thank you to all the team. Updated following recent experience: I would note that this practice compares favourably to another local surgery in terms of clinical care. The reception staff could benefit from improvement in their approach to patient interactions and telephone management. The clinical nurses and doctors continue to provide very good care. However, the reception and administrative processes require attention. When patients have waited in a telephone queue for an extended period, being answered only to be placed on hold again is frustrating. The appointment booking system also requires review. I have therefore adjusted my rating to reflect these concerns about the administrative aspects of the service, though I remain appreciative of the clinical care received.

Hard to book but worth the wait

When you can get to see a clinician they are good. Getting an appointment is appalling. Was 100% better under the previous management.

Prescription chasing with little empathy

Not a productive experience. Constantly having to follow up on medication requests without feeling understood or supported.

Phone lines constantly busy and unhelpful

The phone lines are difficult to reach, and when contact is made, the response is typically that no same-day appointments are available. After contacting an alternative service for assistance, a callback was eventually arranged with an invitation to attend in person. Currently, attempting to make contact on behalf of a family member continues to result in calls being disconnected.

Phone lines constantly busy, no appointments available

Extremely frustrating experience. I attempted to call starting from 5 o'clock onwards, having been warned about the difficulty in securing an appointment. The line remained engaged continuously until just after 8 o'clock. When I finally got through, I selected the option to use the automated booking system. After working through that process, which took until approximately 8:03, I received a message stating no appointments were available. I repeated this attempt four additional times with the same outcome each time. I then called back and waited for roughly five minutes trying to reach reception staff directly rather than relying on the automated system. The line stayed busy until around 8:15. Despite calling at the exact time I had been instructed to call, I was unable to obtain an appointment. This whole situation felt entirely unreasonable.

Reception staff helped sort my confusion

The reception team were exceptionally helpful when I encountered confusion with information displayed on the system. Their compassionate approach provided reassurance and improved my experience. A staff member was able to resolve the issue I was facing. I am grateful for their assistance.

Impossible to book an appointment here

It has been extremely difficult to secure appointment slots. I have not experienced such poor availability from a service before.

Reception blocked pregnancy referral to hospital

The reception team appeared to lack understanding of their responsibilities during my maternity care. They were unwilling to complete necessary paperwork, stating it wasn't their role to notify the hospital of my pregnancy, which prevented me from accessing midwifery services for an extended period. It took intervention from senior midwifery staff to complete my booking form, as the reception team continued to resist despite being shown their job description. They also initially refused to process my maternity certificate until I provided written evidence of their obligation to do so. Appointment availability has been extremely challenging, with significant delays between requesting and receiving appointments. On one occasion, a telephone appointment was scheduled so far in advance that I had already gone into labour by the time it was offered, at which point I was simply advised to contact the hospital. I have been a patient for a couple of years and have found it increasingly difficult to access routine nursing appointments for medication reviews. Combined with my previous practice's refusal to issue repeat prescriptions, I have been unable to obtain my regular medication consistently. Overall, I have found the service frustrating and feel I have had to adapt my healthcare expectations accordingly.

Booking system makes appointments unnecessarily difficult

The service at this practice has been disappointing for a considerable time, well before the pandemic. The way the practice operates, from reception through to clinical staff, feels poorly managed and frustrating. The appointment scheduling system is particularly problematic. Accessing appointments, arranging tests, or obtaining routine preventative health checks has been consistently difficult. During a recent visit for blood work, the clinical staff member was courteous and professional. However, when I enquired about having additional routine checks completed during the same appointment, such as blood pressure, weight, height, and metabolic measurements, I encountered resistance. While some measurements were completed, others were declined on the basis that they required prior authorisation from a doctor. Since transferring to a different practice, the experience has been markedly improved. I am relieved to have moved away from this surgery. The overall experience was very unsatisfactory.

Waiting room delays need addressing

It would be preferable if appointments ran more punctually, as there tends to be a considerable wait in the reception area following check-in.

Can't get through on the phone line

Not worth the effort attempting to contact them by phone as appointment availability is extremely limited and waiting times are very lengthy.

Couldn't get pain relief when needed

If I could give zero I would. My relative has been receiving care at this practice. Not only did it take a considerable amount of time for a serious condition to be identified, but now they are unable to obtain the medication needed to manage their pain effectively. If it were up to me, I would consider legal action against this practice for the standard of care provided. I would not treat my worst enemy the way a person has been treated at this surgery. In my view, this is among the poorest quality practices in the area, and I have concerns about the standard of care across multiple locations associated with this practice.

Impossible to book an appointment here

Extremely difficult to secure an appointment at this practice. The availability seems incredibly limited, making it feel nearly impossible to book a slot when needed.