Heath Hayes Health Centre

Impossible to book appointments when you need them

If I could give a lower rating I would. It is extremely difficult to obtain an appointment at this practice. I visited in person to try to book but was informed that nothing was available until several months ahead, and I was unable to reserve a slot that far in advance. When I reported a concerning physical symptom, I was told I would need to have a telephone assessment first to determine whether an in-person appointment was necessary. After more than three decades with this practice, I have decided to seek care elsewhere due to these ongoing frustrations.

Phone queue blocked access to urgent care

This has been an extremely frustrating experience. My young child has experienced a perforated ear drum and is currently on antibiotics, with discharge and hearing difficulties present. I am very disappointed with the difficulty in obtaining appointments through the standard booking process. My child requires a proper examination to assess the extent of the ear-related issues and any potential complications.

Impossible to get a doctor's appointment

This practice is not meeting my needs. I am frustrated with the difficulty in accessing appointments with a clinician and feel the service is not providing value.

Reception dismissed my phone concerns

This is the third appointment I have booked and the clinician has failed to call, though they claim I missed the call. My phone shows no record of a missed call, which I brought to the attention of the reception staff. I intend to lodge a formal complaint as I feel the service provided falls significantly short of what should be expected. The level of customer service at this practice is disappointing given the resources available, and I believe accountability is needed.

Couldn't get appointment until late June

I found it very difficult to access timely appointments at this health centre. When I attempted to arrange a consultation for my elderly relative last week, availability was extremely limited, with the earliest option being several weeks away. Although the reception staff were helpful and sympathetic to the situation, they were unable to offer anything sooner. We subsequently contacted emergency services, who attended and conducted an assessment. While they indicated everything appeared satisfactory at that time, they did take a blood sample. The hospital subsequently contacted us to advise that test results indicated a serious infection requiring immediate admission. I am frustrated that earlier medical intervention through the practice was not possible, and I have concerns about whether the appointment system adequately serves patients with urgent needs. Based on other feedback I have read, I worry that these issues may persist.

Phone queue frustration blocks appointment access

I have made numerous attempts to reach the practice by phone before finally getting through, only to be informed that there are currently no available appointments at either location. The current system for obtaining appointments appears to require review.

Long waits to speak with a doctor

Extremely disappointing experience. The practice appears to lack effectiveness and efficiency. For urgent health concerns causing significant distress, patients are simply redirected to hospital services. For routine matters of lesser concern, appointments involve a considerable waiting period before receiving an initial assessment to establish whether an in-person consultation is necessary.

Struggling to book appointments within reasonable timeframes

It has been quite challenging to secure appointments through either phone or in-person consultations. Earlier in the year, we found ourselves having to book an online appointment with a clinician we hadn't seen before. My husband has been experiencing ongoing health difficulties following a recent illness, yet the soonest available phone appointment at the practice is approximately four weeks away. This lengthy waiting time feels concerning given the circumstances.

Pharmacy mix-up and poor staff communication

The surgery's handling of prescription delivery was problematic, with prescriptions being sent to an incorrect location. There appeared to be a lack of coordination between the clinical and administrative teams. This experience was disappointing and reflects concerns about the service quality at this practice in the local area.

Phone queue made booking impossible today

I spent a considerable amount of time on the phone this morning attempting to book an appointment. I was kept waiting with repeated messages indicating my call would be answered shortly, only to find that the line closed before I could speak to anyone. This was a frustrating experience.

Appointment booking system needs urgent improvement

Obtaining an appointment has felt unnecessarily complicated. The practice did not reach me for a scheduled telephone consultation, stating that my contact number was unavailable, despite having successfully used it to call me just days before regarding health support. I contacted the practice immediately following my appointment slot, and was informed that a note of my call would be recorded. After waiting a week without further communication, I called again and was told the appointment had likely been cancelled because I had not been reached, and that I would need to call at 8am to arrange future appointments with no other option available. This process has been frustrating.

Always stuck in the phone queue here

I began calling shortly before 8 this morning (though it hardly seems to make a difference as there's always a queue) regarding my young child who had developed a high temperature overnight, along with a runny nose, cough, vomiting and general distress with poor appetite. I suspected it might be more than just a viral illness, possibly a throat infection based on symptoms, though I had ruled out covid through multiple tests. I was offered a telephone consultation later in the day, sometime after 2.30pm. I found it frustrating that a diagnosis would need to be made over the phone without the ability to physically examine the throat, ears or chest. I feel this contributes to pressures on hospital services. I'm disappointed that face-to-face appointments with a doctor don't seem to be available here, with consultations consistently being conducted by telephone instead.

Prescription errors and impossible appointment waits

Disappointing experience overall. Prescriptions frequently contain errors that require follow-up. Booking appointments is challenging, with significant waiting periods and the need to call early in the morning to secure a slot. There were instances where important information appeared to be missing from medical records. The service fell short of expectations.

Impossible to get through on the phone

Attempting to secure an appointment has been quite challenging. I don't frequently contact the practice, yet this isn't the first occasion where I've experienced difficulty reaching through on the phone from early morning onwards, only to be told that no appointments are available. Additionally, the receptionist could have been more courteous during the interaction.

Couldn't get face to face appointment when unwell

I have been attempting to secure an appointment for three days while being absent from work due to illness for eleven days. I requested a face-to-face consultation but was informed that an initial telephone triage appointment would take place, after which the clinician would determine whether an in-person visit was necessary. During the telephone call, the clinician declined to arrange a face-to-face appointment and instead suggested I contact NHS 111 or attend hospital if my condition worsened. I am concerned about the current appointment system and have raised this matter with my local representative. I believe it is important that in-person consultations resume to help prevent potential diagnostic oversights.

Couldn't get appointment despite calling early

My family member has been unwell and we've been attempting to secure an appointment for several days without success. Despite calling early in the day and managing to reach the practice, we were unable to obtain an available slot. Additionally, a blood test was required but no appointment could be arranged for this either. This experience was very frustrating.

Phone appointments only for ongoing issues

Both my partner and I are registered at this practice, though we have had disappointing experiences. I have been dealing with a respiratory condition since Christmas, and despite having a relevant medical history, I have only been offered a telephone consultation rather than an in-person appointment. My partner has been experiencing joint pain for several months. Similarly, they were only offered a telephone appointment, and the clinician indicated they would not provide further assistance based on their current mobility level. We feel the practice has not met our expectations in terms of care provision and accessibility. We intend to escalate our concerns formally.

Long waits on hold with no appointments available

I was quite let down by the service experience this year. When I phoned, I spent around 10 minutes waiting despite being told it would only take a minute, only to learn that no appointments were currently available. I was informed my sole option would be to call back at 8am each morning. This felt frustrating and unhelpful, and I felt my concerns weren't met with understanding. The practice seemed unwilling to take responsibility and instead directed me towards alternative services.

Impossible to book appointments through phone queue

My husband has attempted on consecutive days to secure an appointment with a clinician by calling at opening time. Each time he manages to get through, the available slots have already been filled. As a result, we have spent £55 on a private online consultation and obtained medication through that service for his respiratory condition. When I attended the surgery recently for a routine blood test, the facility appeared understaffed with minimal clinical presence visible, despite there being another patient waiting to see a nurse. It feels as though the practice is increasingly operating like a private healthcare model without being transparent about this shift. The service does not appear to be meeting its intended purpose.

Registration and prescriptions handled smoothly here

We recently relocated to the area and the practice has handled our registration and prescription arrangements very well. The administrative team have been consistently supportive and efficient. However, I do feel that the reliance on telephone appointments may be limiting proper care, and I'm concerned that some patients might not be receiving the level of assessment they need. Accessing face-to-face appointments with a clinician, which we fund through our regular NHS contributions, appears to have become unnecessarily challenging.