Heeley Green Surgery

Impossible to get appointments. Dreadful online system.

Anima is the worst online system for booking appointments and only opens at 8am so scramble moved from phone to online. If you work and need to time your appointments carefully (e.g. before 2pm), no chance, you just get referred to walk-in centre. Feel like staff don't care. No follow-up when issues flagged - just left to rot. Hoping to move to somewhere I can actually get an appointment.

Website booking system needs urgent fixing

The staff members are welcoming and approachable, however I have significant concerns about the online appointment system. The platform appears to have technical issues and I worry this may negatively impact vulnerable patients. Many people trust that digital services function reliably, but in my experience this has not been the case. I submitted a request several days ago after being notified I would receive further communication to complete my booking, but this follow-up message never arrived.

Booking system feels clunky and rushed appointments

I struggled to secure a same-day appointment, and the booking system feels unwieldy and doesn't offer much improvement over the traditional early morning phone queue. I was offered a Saturday slot at an inconvenient location, which I chose not to accept. The clinician I saw appeared stretched thin and focused on moving through their schedule efficiently, with little time for pleasantries. The reception team seemed under considerable pressure and reactive to immediate demands. I'm now considering private healthcare to obtain the level of care I'm seeking. The service has declined noticeably over recent years and continues to deteriorate.

Couldn't get appointment when ill so used chemist

Last autumn I was unable to secure an appointment despite being unwell, so I visited the pharmacy instead and obtained medication there. I haven't had a consultation with a doctor for more than a year, and a similar situation occurred recently when I again obtained medication from the pharmacy. Now that the medication course has finished, I've finally been offered an appointment in two weeks' time. I still require a sick note and am not yet feeling better, though it seems this may not be a priority.

Online booking saves you from endless phone queues

I have been a patient at this practice for nine years. As with most GP surgeries, obtaining same-day appointments can be challenging, however I appreciate the option to submit appointment requests through the online system, which avoids the need to spend considerable time on hold waiting to speak to someone. The team members are consistently pleasant and professional. I receive comprehensive annual health reviews to monitor my ongoing conditions. During my appointments, waiting times are typically minimal. I would suggest this surgery to others, particularly those who are comfortable using digital platforms as an alternative to telephone contact.

Reception area could use better ventilation

It would be appreciated if the practice could consider providing deodorants for staff members.

Online booking system leaves you waiting indefinitely

The practice does not appear to take responsibility for issues that arise. Whenever attempting to schedule an appointment, there is consistent lack of responsiveness. The online booking system requires extensive personal information to be entered before submission. Following this process, patients are told their request will be sent through. However, waiting periods of several days pass without any confirmation or follow-up. Callback requests similarly go unanswered. This pattern of being overlooked has contributed to a decline in my health condition.

Having to prove identity repeatedly frustrating

I'm not a registered patient at this practice but continue to receive mail addressed to someone else. I've repeatedly requested that they stop sending these letters, but my requests haven't been acted upon. I've had to visit the surgery in person to provide identification and resolve the matter. Overall, the experience has been very disappointing.

Phone queue left me waiting without answers

I experienced a lengthy wait of over 19 minutes during an afternoon call without receiving a response. Despite being indicated as first in the queue, this didn't seem to reflect the actual situation. A medication I've been taking consistently for an extended period isn't showing as available through the digital patient portal, and the surgery's own repeat ordering system shows the last supply was issued some weeks ago but remains unprocessed, preventing me from submitting a new request. These kinds of administrative issues occur regularly, which might be manageable if telephone contact could be established to resolve matters. The situation has caused me considerable worry.

Long wait times left me struggling with medication needs

I'm disappointed to share this feedback because I've previously had positive experiences at this practice, but recently I've been struggling with significant pain and feel unsupported. When I called to arrange an appointment, I was offered one three weeks away, which felt too far off. I requested additional medication to bridge the gap until my consultation, but received a reduced dose instead. I'm finding it difficult to manage my work commitments while dealing with ongoing discomfort, and the extended wait time until I can discuss this with a clinician leaves me feeling abandoned during what is a challenging period.

Dismissed without proper help or answers

The service was disappointing as I felt dismissed, and when I raised concerns I was told the practice was very busy. I am considering switching to a different surgery.

Never had any issues at this surgery

Excellent medical practice where I have consistently had positive experiences - hopefully this standard will be maintained.

Reception staff took time to help with booking

I have been a patient at this practice for approximately five years and have consistently found the reception team to be helpful, friendly and considerate, whether communicating by phone or attending in person. Today was no different, as the staff member who took my call demonstrated patience and care in assisting me with a technical issue I was experiencing with an online booking system.

Receptionists handled difficult situations with professionalism

This is an excellent medical practice. The reception team members are consistently pleasant and supportive. I witnessed someone interact with a member of the reception staff in a difficult manner, and they responded with professionalism and composure. I am able to obtain appointments at times that suit my needs. This is the finest GP surgery I have been registered with throughout my life. I am grateful to the reception team for their respectful, helpful and friendly approach.

Online booking made appointments straightforward

The new online system works really well. The team is impressive, appointments are scheduled promptly, and the whole process is straightforward. This practice demonstrates what excellent NHS service can look like.

Couldn't get through on the phone

Quite disappointing

Couldn't get through on the phone line

The service provided fell significantly short of expectations and was not satisfactory.

Appointment chaos and lost paperwork issues

Extremely disorganised and concerning. The practice appears to struggle with responsiveness, document management, and appointment availability, which feels unreliable. Getting seen requires considerable persistence and luck. When appointments do materialise, some clinicians are pleasant and helpful. However, after transferring to another local practice, the overall experience improved noticeably.

Doctors actually listened to my concerns

I've been attending appointments fairly frequently recently for a persistent concern, and every clinician I've encountered has been exceptionally attentive and caring. They've taken time to hear what I have to say and made genuine efforts to address the underlying problems rather than simply offering quick fixes. The medical team are all wonderfully approachable and personable. The wider practice staff have been equally excellent throughout. I have nothing but positive things to say about my experience.

Friendly staff made me feel welcome

I've never experienced any issues at this practice. The clinical staff, nursing team, midwifery services, and reception team are all wonderful. 5 Stars 🌟 Some of the feedback I've read is quite harsh 😖 I think the doctors here are excellent.