Heaton Road Surgery

E consult beats the phone queue struggle

The e-consultation service is excellent for situations where immediate in-person appointments aren't necessary, such as requesting medications as needed or exploring potential referral options. My recent e-consultation was completed promptly, with my request being processed and my prescription sent to the pharmacy the following day—a seamless experience throughout. This service also provides a welcome alternative to the frustrating process of attempting to reach the practice by telephone. While I recognise this isn't the surgery's responsibility, the challenges with phone access reflect broader systemic issues beyond their control.

Repeated prescriptions without proper communication

I have been experiencing a persistent foot problem and have been prescribed multiple medications without seeing improvement. The approach taken has been to continue with similar treatments rather than explore alternative solutions. I feel the service has been inadequate, with poor continuity of care between appointments. Each time I contact the practice, I find myself repeating my concerns to different staff members, which is frustrating and makes me feel unheard. The overall experience has left me disappointed and I am considering registering with a different practice. The level of care falls short of what I would expect, even from a retail environment. I am very dissatisfied with my experience.

Phone lines impossible to get through on

Attempting to schedule an appointment by telephone resulted in an extended wait with no response from the reception team. This experience was deeply disappointing and reflects poorly on the overall service quality provided.😡😡

Online triage led to same-day appointment

I completed an online triage today and received a call back first thing from a clinician, with an appointment arranged the same day. The healthcare professional was lovely and managed to arrange a referral through the hospital without any delay. Great service, very happy.

Long-standing patient grateful for professional care

I would like to express my gratitude to the entire team at the surgery for providing an excellent and professional medical service that has been invaluable to me over many decades. Thank you.

Felt unheard through years of repeated appointments

Several years ago I began experiencing discomfort in my upper abdominal area. Given a previous history of stomach-related issues, I reached out to my GP for guidance and was given antacid medication. After several weeks with no relief, I returned for a follow-up appointment where I received a stronger formulation and underwent blood work. The results came back normal, yet my symptoms persisted. On a subsequent visit, my medication was changed and a stool sample was requested, which also proved inconclusive. During this period, I made significant lifestyle adjustments including eliminating coffee, alcohol, and certain foods, reducing portion sizes, and discontinuing a medication I had been taking regularly on clinical advice. Despite these efforts, nothing improved. I felt unheard as the ongoing discomfort was substantially affecting my daily life. Eventually, I was referred for an endoscopy, which identified a structural issue, though no treatment plan or surgical intervention was offered and I continued receiving the same medication. I decided to pursue private medical consultation, where within a relatively short timeframe, additional investigations including imaging and specialised testing were arranged. These revealed multiple findings that had not been previously identified, and I underwent surgical intervention which resolved my symptoms completely. I felt immediate relief following the procedure and consider myself fortunate to have had access to private healthcare options. Later, towards the end of that year, I contacted my GP regarding a small lump in my groin area. After examination, I was told it was likely a benign finding that would resolve independently. When the lump increased in size within days, I returned for reassessment and was given another tentative explanation. Unsatisfied with uncertain diagnoses, I requested imaging. Weeks later, the scan identified a specific condition requiring surgical management. I feel deeply frustrated by my overall experience with primary care. I believe there were significant gaps in the diagnostic approach and responsiveness to my concerns, and I struggled to feel that my symptoms were being taken seriously throughout both episodes.

Phone queue ignored while staff chatted

Absolutely terrible experience when I called. I waited for someone to pick up the phone, but despite my call going through, no one answered. The staff appeared to be occupied with their own conversation and laughing, completely ignoring my attempt to reach them.

Reception kept hanging up on calls

This practice has not met my expectations. The reception staff have been unhelpful and dismissive during my interactions with them. I have experienced several instances where calls have been terminated abruptly, which has been frustrating. Due to these repeated issues, I have decided to seek care elsewhere.

Staff stayed courteous despite busy times

I have attended several medical practices over the years and this one stands out as the finest. The team consistently demonstrates politeness and professionalism, even during particularly demanding periods.

Frustrating appointment slots and long waits

The appointment availability window is limited to between 8:30 and 9:00 in the morning. When you attempt to book, you're often told that all slots are full for that day and asked to call back the following morning at 8:30. By the time you eventually manage to secure an appointment and are seen, your condition may have already improved on its own.

Poor communication left me frustrated

Inadequate communication has resulted in a disappointing and frustrating experience. While I recognise the challenges faced during recent times, I remain significantly dissatisfied with the level of communication provided over the preceding months.

Struggling to reach someone when your child needs help

I have found the past few days extremely frustrating while attempting to arrange care for my child who has a respiratory condition. My child is an established patient at the practice, has a documented diagnosis, and has depleted their medication supply. I have invested considerable time attempting to secure an appointment or medication refill, and when I have managed to make contact, I have received inconsistent guidance. Eventually, a clinician made contact with my child at their educational setting during school time via personal mobile, which created an awkward situation, and I am still awaiting a return call. I would have preferred direct communication with me as the parent, contact during more convenient hours, or a temporary supply of medication to bridge the gap until an appointment slot opened up. Following this experience, I have decided to transfer my care to a different practice after two decades of attending this surgery.

Reception blocked urgent stitch removal appointment

I attended an accident and emergency department at a hospital where I received stitches for a head wound following a fall. I was advised that the stitches would need to be removed within the following week to prevent potential complications. When I contacted the practice to arrange this, I was informed that only a specific staff member could perform this procedure and that they were unavailable until mid-November. When I questioned why an alternative clinician could not assist, I was told that all doctors were busy and suggested I visit a walk-in centre instead. I found this response frustrating and inefficient. Despite being given clear clinical advice about the timing of follow-up care, I encountered significant barriers to accessing the recommended appointment. The staffing levels did not appear to translate into improved efficiency or flexibility. While I acknowledge that the clinical staff I did interact with were professional and competent, my overall experience with the appointment booking process fell well short of what I would expect. I was disappointed by the apparent gatekeeping around access to care and felt that my concerns were not being taken seriously. I would have rated this experience very poorly based on the administrative handling, though I recognise that the clinical care itself was adequate. I have concerns about whether feedback of this nature reaches those in management positions or whether it is properly escalated for review.

Impossible to get through, appointments missed repeatedly

I found it very difficult to get through when trying to register at this practice. I experienced a health issue that I felt was not adequately addressed, and the infection progressed. After transferring to another medical group, I was able to access care more quickly and received treatment promptly. I have concerns about the care I received during my time at this surgery. Since moving to my new practice, I have become aware of several missed appointments and preventative care items that were not communicated to me or my family. When I followed up with my new GP about these matters, I was informed that the previous surgery should have sent out reminders or invitations by post but did not do so. The staff at the surgery were pleasant and approachable, however the practice appears to be struggling with capacity. The surgery seems overwhelmed by the size of its patient list and unable to manage the workload effectively. This is concerning as patient care and safety should be the priority.

Reception staff showed little sympathy during difficult situation

I found the reception team to be unsympathetic when I ran out of medication over the weekend. On Monday, I struggled to get through as the phone kept disconnecting. The practice was closed on Tuesday for training, and when I finally connected on Wednesday, I was told I needed a medication review but would have to call Thursday morning to book an appointment, by which time all slots were typically taken. I explained that I needed urgent support to avoid serious withdrawal symptoms and ongoing discomfort, but felt my concerns were dismissed without understanding. Looking back at my care since first raising concerns about my condition in January, I felt the clinical team also lacked empathy throughout the diagnostic process. It wasn't until I made a distressed call four weeks ago that pain management was considered. I believe the practice could improve its approach to patient care and responsiveness, particularly during vulnerable situations. I would hope the team would prioritise genuine support for patients rather than attributing limitations to external constraints.

Warm and professional care received

The medical staff here are wonderful, demonstrating professionalism alongside a warm and friendly demeanor.

Friendly staff made me feel welcome

The team has consistently demonstrated warmth and approachability throughout my visits and telephone interactions with the practice.

Flexible appointment fitting around work commitments

Had a phone appointment and the clinician decided they wanted to see me in person. After explaining I could only attend the following day due to work commitments, they managed to fit me in at that time, which I was very grateful for. The clinician was lovely. I also received a vaccination through the practice, and I was pleasantly surprised to find they had arranged free transport to and from the appointment. Thank you very much.

Polite and helpful reception experience

The healthcare professional demonstrated politeness and provided helpful assistance.

Long wait times and dismissive staff attitude

This practice has not met my expectations and I would not recommend it to families with young children or elderly relatives. I found the staff approach to be unprofessional during my visits. I have significant concerns about the quality of care provided and would suggest considering alternative options.