Heath Hayes Health Centre

Phone lines impossible to get through on

My young child has been unwell and I attempted to obtain a referral letter to pursue private treatment through our medical insurance. I was informed that a GP appointment would be necessary to obtain this letter. I began calling at 8:00 am on multiple occasions with my partner, but was unable to connect until around 8:17, at which point I was told all appointments were fully booked and advised to call again the following morning at 8:00. My child's condition worsened rapidly, so I explored private healthcare options. However, the private provider indicated they would need my child's medical records before proceeding. When I contacted the surgery again requesting these records, I was told they could not be released without my child attending a GP appointment first, and was instructed to call back at 8:00 the next day. I was not seeking an appointment; I simply needed access to my child's medical records so I could pursue private care and obtain treatment. The staff response felt unhelpful and frustrating. It appeared that regardless of the urgency of a situation, the standard response was to call back at 8:00, with no guarantee of success. If you managed to get through, you might secure an appointment; if not, you were left without options. I have decided to deregister my family from this practice and seek care elsewhere with a provider that demonstrates greater understanding and compassion.

Booking appointments takes weeks here

This medical practice has become quite disappointing. Attempting to schedule an appointment is frustrating, as availability is consistently several weeks out, and initial consultations are conducted by telephone where the clinician determines whether an in-person visit is necessary. There seems to be an inconsistency in the screening process, as certain checks are conducted during the telephone call rather than being completed beforehand. The practice appears to be using health protocols as a reason for what feels like inadequate service delivery.

Reception staff gave conflicting information about registration

My spouse inquired about me joining the practice approximately a week prior, as she and our young child are already registered there. A courteous member of the front desk team verified our location and instructed me to complete the necessary paperwork. Upon returning to submit the forms, a different receptionist informed me that registration was not possible due to our address falling outside the practice's service area. I pointed out that my spouse and child were already registered and that we had previously visited to obtain the registration documents, but the receptionist remained firm in her refusal and suggested I look elsewhere. She did not make eye contact or offer any apology for the situation.

Couldn't get sick note without phone consultation

I recently joined this practice and have found the experience quite disappointing. I was unable to obtain a sick note for work as the practice requires a telephone consultation with a clinician before issuing one.

Reception staff attitude needs addressing urgently

I was surprised to discover from other reviews that there appears to be an ongoing concern with reception staff conduct at this practice. I experienced what I felt was discourteous behaviour during a recent phone call, and initially wondered if this was an isolated incident. However, it seems this may be a recurring issue. After raising my concerns with the practice management, it became apparent they were aware of the situation, though I felt no action was taken to address the matter. I believe that working in healthcare requires a certain standard of interpersonal skills and professionalism. Following my comments on a local community platform, another patient reached out to share that they had also experienced similar treatment during their interactions with reception staff.

Reception staff could be more compassionate

Some staff members here demonstrate the warmth and care you would hope to find in a medical practice, though there are others whose approach seems unsuitable for a healthcare environment, particularly when dealing with individuals who may be anxious, unwell, or in distress. Interactions can leave you feeling like an inconvenience rather than a patient. Based on discussions with other people who use this practice, it appears that fostering a compassionate atmosphere is not a priority here.

Reception staff attitude made me leave

Similar to what other reviewers have mentioned, I found the reception staff to be quite unwelcoming. I believe the practice should address this issue before it negatively impacts patient retention. It has definitely discouraged me from returning for future appointments.

Missed callback left us without urgent help

I felt let down by the service I received. My daughter needed to discuss a health concern with a clinician. I was advised that a call would come through within a three-hour window, though no exact time was specified. We unfortunately weren't able to pick up when the call came in. When we rang back straight away, we were informed the clinician was occupied in clinic and asked to try again the following day. I felt the call didn't ring for long enough to give us a proper chance to answer, and I was disappointed that we couldn't connect when we needed support. This experience has left me frustrated. 😡

Reception gave conflicting catchment area information

The reception team's manner was unhelpful. During one visit, I was told I was within the practice area and given forms to complete. When I contacted the practice again, a different staff member indicated I was outside the practice boundary and mentioned that my paperwork was no longer available.

Inconsistent staff and missed telephone appointments

Disappointing experience at this practice. The staff came across as unwelcoming. I received inconsistent information from different receptionists. I arranged a telephone consultation but when I called to check on it, I was informed someone would ring back that evening. Unfortunately, that call never came. The practice does not appear to be meeting expected standards.

Phone lines were frustratingly difficult to reach

Attempted to contact the practice from 8am onwards, making multiple attempts before successfully reaching someone at 9.22am. The staff member who answered the phone was unhelpful and displayed poor communication skills.

Reception dismissed my question with unhelpful attitude

I'm usually content with attending appointments for check-ups. However, since becoming pregnant, my experience has changed somewhat. I attended the reception desk to inquire about a maternity-related certificate, and the staff member I spoke with seemed dismissive. Rather than assisting me, I was directed to search online for the information myself, despite having already done so and been advised to contact my healthcare provider. This is my first pregnancy, and I found this response frustrating. The reception team handles similar queries regularly and should be equipped to provide support, even if they aren't clinical staff. Simply directing patients to search independently, rather than attempting to help, falls short of what I'd expect from a healthcare setting. I'm quite disappointed with this interaction.

Reception staff were genuinely helpful and kind

Called the reception desk this morning and spoke with a helpful team member who was very kind, polite and demonstrated a genuine willingness to assist me with my query. I really appreciated their support.