Heaton Road Surgery

Reception staff were dismissive and unhelpful

I have been a patient at this surgery for many years and have found the reception staff to be dismissive and unhelpful. I have experienced issues with medication management and have had difficulty obtaining timely appointments, with waits of several weeks being common. The practice appears to be very busy with a large patient population.

Staff really listened and cared throughout

I have consistently received excellent care at this practice. The healthcare professionals I have encountered have been attentive, compassionate, and supportive throughout my visits. I am very grateful for the service provided.

Turned away without the care needed

The service provided was not helpful at all. I was unable to receive the assistance I needed for my dressing change and was instead directed to attend an alternative healthcare facility.

Inconsistent information about record collection

I made a trip from a distance to collect my medical records, but there was inconsistency in the timeframe I was given. Initially I was told it would take 15 days, but when I called to confirm, I was advised to come in sooner. This confusion regarding the waiting period was frustrating given the distance I had to travel. Very disappointing experience.

Staff listened and took my concerns seriously

The team here demonstrates genuine compassion and attentiveness. They take time to hear what you have to say and respond thoughtfully to your needs. I'm grateful for the consistent care I've received.

Helpful staff made the booking process smooth

This practice consistently delivers a good service despite the significant demands they face. The team members are helpful and approachable, and the overall experience when arranging appointments or using their facilities is positive.

Surgery doesn't respond to phone calls

This practice has significant communication issues. Phone calls and emails go unanswered, which is frustrating for patients trying to get in touch. The service falls well short of acceptable standards.

Morning calls get quick doctor callbacks

I have consistently had a very positive experience at this practice. When contacting them at opening time, the team are extremely responsive and arrange either a callback or an appointment promptly. The entire staff demonstrate friendliness and compassion throughout their interactions.

Reception staff weren't welcoming or helpful

The reception team's manner left much to be desired.

Long phone waits and careless mistakes

The staff seemed disengaged, telephone queues were extremely lengthy, and there were multiple errors in handling my enquiries.

Phone staff could be more helpful and kind

Absolutely dreadful experience. Not helpful whatsoever, and the manner during telephone interactions was particularly unkind. Thoroughly let down.

Impossible to book appointments here

Extremely disappointing experience. Appointments are consistently unavailable as the practice states they are at capacity. Calls are not returned and the telephone manner is unfriendly. The support provided has been unhelpful throughout.

Long wait for registration contact from surgery

I requested a transfer to this practice and after two months passed without any contact from anyone at the surgery. Despite not having attended an appointment, I have decided to switch to a different provider immediately. This has been an extremely disappointing experience.

Long wait for promised phone appointment

I have been waiting for a telephone appointment since early afternoon and it is now evening, and I still have not received a call. Given that I work in an area with limited connectivity, I had to leave work early and lose income to be available, which makes this particularly frustrating. The lack of communication is disappointing, and I feel the service standards are not what they should be. If I had failed to attend an appointment, there would likely be consequences, so I believe the same accountability should apply in both directions.

Online forms get quick responses here

I've been a patient at this practice for a couple of years and have had a positive experience overall. Booking appointments has never been problematic, and the team members have always been courteous and helpful. I find the online patient portal particularly useful, as I can submit forms and typically receive a response within a day. When a specialist referral was necessary, the practice arranged this promptly. My only suggestion for improvement would be if the practice could consider extending hours to include Saturday availability, even on a part-time basis, to accommodate those with weekday work commitments.

Couldn't get through on the phone

Unsatisfactory experience at this practice.

Still waiting for online consultation response

Submitted an online consultation request earlier in the week and am still awaiting a response several days later.

Communication failures and long prescription delays

The communication at this practice has been extremely disappointing. I am frustrated with repeatedly having to contact the surgery to get answers about my care. A particular concern is that I have been waiting for a prescription since early in the year for an ongoing health matter. Unfortunately, this is not an isolated incident with prescriptions at this practice. Additionally, when the phone lines are busy, calls are disconnected rather than being placed in a queue system. If you have the option to register elsewhere, I would strongly recommend considering it. I would advise against choosing this surgery if alternatives are available.

Long phone waits and unhelpful booking responses

It is deeply disappointing how unhelpful this practice becomes when assistance is genuinely needed. After enduring a lengthy wait for someone to answer the telephone (whilst hearing automated messages that seem designed to discourage you from persisting), you encounter nothing but obstacles and discouraging responses. When you are unwell, you reasonably expect to be assessed within a reasonable timeframe. Illness does not occur at times people choose, nor does it conveniently align with available appointment slots. In most cases, you make no progress and end up arranging your own private healthcare, attending walk-in centres, or contacting 111 instead. On rare occasions, you might be offered a telephone consultation with clinical staff, though often not for several weeks. Even when you attempt to plan ahead for something non-urgent and book well in advance, you face the same dismissive approach and excuses about appointment availability not yet being released. It is genuinely unclear what steps would result in securing an appointment at this practice. The only reliable service appears to be processing repeat prescriptions to send to the pharmacy.

Doctors who actually listen to you

Positive experience with the medical team