Heaton Road Surgery

Can't get an appointment anywhere

It is genuinely difficult to secure an appointment at this practice. The consistent response received is that there are no available slots. This appears to be an ongoing issue.

E-consult response felt dismissive and unhelpful

I submitted an e-consult requesting a GP callback within 48 hours. I received a missed call the following day and called back promptly. The receptionist informed me that the GP had assessed my submission as non-urgent and offered a telephone appointment scheduled for the following Thursday, approximately one week away. I attempted to convey to the receptionist that I was experiencing significant distress, and at times became emotional as I felt unsupported and unwell. I mentioned that I had previously benefited from GP support and medication for similar concerns. However, I felt the response lacked empathy. The receptionist stated she was having difficulty hearing me, suggesting it was due to my phone, which I disputed. She continued to insist she could not hear me clearly and asked me to ring back. I also enquired about whether a letter from a specialist regarding a prescription had been received, as I have been managing a long-term health condition that I believe may be contributing to my current difficulties. The receptionist was unable to provide any information or acknowledgement of my question. I ended the call feeling distressed and upset. I subsequently contacted 111 to seek support elsewhere. I recognise that healthcare services are under considerable pressure, but this should not result in patients feeling abandoned or overlooked. When I cannot rely on my GP practice for assistance, it leaves me uncertain about where to turn for help.

Reception staff made booking straightforward and easy

Excellent service throughout my entire experience. I have nothing but positive things to say about the team here. I really appreciate the time and attention given to me. I spend much of my time working abroad in Southeast Asia, and while the medical facilities there are equipped with cutting-edge technology due to being privately run and expensive, the quality of interaction with healthcare professionals and the overall standard of care simply cannot compare to what I experienced at this practice and the hospital. The NHS is truly invaluable.

Long wait times for routine appointments

Like many GP practices, appointments here typically involve a waiting period of around three weeks.

Felt genuinely listened to and understood

The clinician at this practice has consistently been supportive and attentive to my concerns, demonstrating authentic care about my health matters and conducting thorough investigations to reach an accurate diagnosis. I would strongly recommend this surgery to others.

Appointment booking system needs urgent improvement

The practice has experienced a significant decline in quality.

Quick callback and same-day appointment arranged

I recently received excellent support when I contacted the practice for assistance. Following my call, I was promptly offered an appointment later that same day.

Hard to book appointments with long waits

It can be quite challenging to secure an appointment at times, with waiting periods occasionally extending to several weeks.

Polite staff and efficient appointment booking

I have been attending this practice for three years and have consistently been satisfied with the care provided. The staff demonstrate politeness, competence, and efficiency in their approach.

Hard to book appointments here

The clinical staff are competent, however accessing appointments presents a significant challenge. I frequently find myself using the walk-in service because the standard appointment waiting times are quite lengthy.

Phone diagnosis missed the actual problem

I felt very disappointed with my experience at this practice. I received a diagnosis over the phone for what I believed to be a common childhood rash condition, but when I was eventually able to see a clinician in person, a different diagnosis was identified. I was frustrated that a rash presentation was assessed remotely rather than being examined face-to-face, particularly given that a young child was involved. I also found the appointment system challenging, as initial telephone consultations determine whether an in-person visit is offered, which meant considerable delays in accessing a physical examination. I have concerns about how this approach to triage may impact patient outcomes, and I feel that visible symptoms in children warrant direct clinical assessment rather than remote evaluation. The overall process felt inefficient and worrying given the importance of accurate diagnosis in healthcare.

Prompt appointment and same-day specialist referral arranged

I have been very pleased with the prompt, efficient and personal service I have received from the NHS as coordinated by my GP over the last six weeks. I was aware of my symptoms and brought them to my appointment, where my GP explored alternative explanations and arranged all the necessary tests. When the results came back, a prompt appointment was arranged at the specialist clinic the same day, and there has been ongoing follow-up contact, including a personal phone call to check on my progress. I have consulted with several other GPs at the practice over the last ten years, all of whom I was satisfied with, though these were for less complex matters than my current situation. I am very happy with my experience of the NHS when I have needed it, and with the support I have received from the practice in particular. Many thanks.

Appointment waits have become frustratingly long

This practice was previously excellent with readily available appointments and continuity of care with preferred clinicians. The experience has since declined significantly, with appointment waiting times now extending to several weeks and no guarantee of seeing the same practitioner. There appears to be inconsistent prioritisation of urgent cases, with some individuals being seen ahead of those with pre-booked appointments made weeks in advance. An incident occurred outside the premises that was reported to the practice, though the outcome of this report remains unclear. On a personal level, I received a prescription that was incompatible with my current medications, which I fortunately identified before taking. Additionally, a repeat prescription was dispensed at an incorrect dosage strength, substantially higher than prescribed, and the practice's response was simply to issue a replacement at the correct dose rather than investigating how the error occurred.

Bright and welcoming waiting area

Accompanied someone to an appointment and found the waiting area to be pleasant and well-lit.

Felt informed and treated with respect

The medical team and front desk staff were approachable and supportive. I always felt kept in the loop without feeling patronised. The practice is quite busy, though they have recently introduced telephone consultations to help manage demand.

Impossible to reach by phone

I have consistently experienced difficulty reaching the practice by phone.

Long waits and poor medication communication

This practice is difficult to access, requiring appointments to be booked well ahead of time. I was also concerned that medication was discontinued without prior consultation.

Surgery lost my medical forms and denied responsibility

I have received no assistance from this practice throughout my experience. I am currently in the process of applying for a significant opportunity and paid a fee to obtain medical documentation from another healthcare provider, which I then submitted to this surgery to complete their portion of the required records. When I handed in the paperwork to a staff member at reception, I was assured that it would be processed and that I would receive confirmation via telephone once it had been sent. Instead, I received a call informing me that the confidential documents could not be located. I was subsequently asked to contact another staff member to discuss the fee I had paid, only to be told that there was no record of me submitting the documents and that I was mistaken. I was informed that the only way to resolve the matter would be for me to reapply and obtain replacement documentation. This situation has resulted in significant delays to my application process and has caused considerable stress. The level of service provided has been deeply disappointing.

Doctors who actually listen and take action

The clinical team here are truly excellent, and I was particularly impressed by their attentiveness and willingness to take action on concerns. The reception staff are warm, compassionate and considerate in their approach. The automated check-in system is a convenient feature that helps keep the reception area running smoothly.