Heeley Green Surgery

Reception staff unhelpful with appointment access issues

I have found this practice to be deeply disappointing and am considering looking elsewhere, though I understand other surgeries may have similar issues. The mental health support available has not met my needs, and I felt my situation reached a critical point. Obtaining an in-person appointment has proven extremely difficult. The reception team have not been able to provide the assistance I required. I wish the clinical staff could better understand the severity of my condition, as there are days when I experience significant discomfort that prevents me from carrying out daily activities. Communication with the management has been problematic, with calls going unanswered. I submitted feedback some weeks ago but have not received any response.

Referrals and follow-ups that other surgeries missed

I've recently relocated from a different practice. The feedback I've seen posted here mirrors my own observations about that previous surgery. Waiting times in queues tend to be a common issue across most practices nowadays. It's important not to judge one surgery as inferior without having experienced the same situation elsewhere, as other surgeries may not necessarily be better. My experience at my former practice was quite negative, which I'd prefer not to elaborate on. My son received a diagnosis and was having his medication adjusted repeatedly at that previous surgery. This current practice took a different approach by arranging a hospital referral rather than continuing with the same pattern of adjustments. He was seen at the hospital the very next day! He also deals with bowel-related concerns stemming from anxiety about discomfort. The practice even suggested a referral to a specialist team that supports patients with this issue. I wasn't even aware such services were available! My husband has a medical condition affecting one of his kidneys, and this practice has implemented annual health reviews to monitor his situation. The other surgeries we've attended previously didn't offer this level of ongoing care. Having been registered with three different practices, this one is clearly the best we've experienced. I should also mention that I've had positive interactions with the reception staff. I've spoken with two different receptionists and both were genuinely helpful and pleasant.

Reception staff won't answer the phones

I have been a patient at this practice for many years, but I feel the standard of care has deteriorated significantly and I have concerns about its impact on patient wellbeing. I find the reception team to be unhelpful and unresponsive to phone calls. Waiting in a queue of many callers when ringing at opening time is frustrating. I notice that other practices in the area have resumed face-to-face appointments, whereas this practice has not. I believe the management should recognise that circumstances have changed and move towards offering in-person consultations rather than continuing with current arrangements.

Reception wouldn't accept my letter

The healthcare provider was unwilling to discuss a particular vaccination matter that I wished to raise. When I visited the surgery to submit documentation regarding this issue, the reception staff declined to accept the letter, stating they had sufficient knowledge on the subject. This experience was disappointing.

Long waits made accessing urgent care difficult

I have experienced significant delays in obtaining appointments, having waited several weeks on multiple occasions. When I did manage to secure a slot, it required an early morning visit that did not align with my needs at the time. Telephone consultations have proven difficult to arrange, particularly when I have felt the matter was time-sensitive. These access issues have undermined my confidence in being able to receive timely care when needed. The practice was previously a reliable option for healthcare support.

Phone consultations missed a serious foot infection

I would rate this experience far below one star if that were possible. While I recognise there have been significant pressures on services recently, I feel that in-person consultations should now be standard practice. Over the past month, I experienced significant swelling, pain, and heat in my right foot, and was initially advised this was simply fluid retention. However, when I attended an out-of-hours clinic, I was informed that this initial assessment was incorrect, and that I actually had a chronic foot infection. This was extremely frustrating and concerning. Given that I have type 2 diabetes, I believe this situation should have been handled with greater care and accuracy from the outset.

Reception staff were dismissive and hung up mid-call

I found the reception experience to be quite disappointing. During my time as a patient, I have had to contact the practice several times, and on each occasion I felt the interaction was handled poorly. The person who answered appeared dismissive and unwilling to listen to my concerns, often ending calls before I could fully explain my situation. I have noticed similar feedback from other patients regarding their reception experiences, which suggests this may be a wider issue. It seems there is a lack of understanding and compassion in how calls are being managed. I am frustrated that these concerns do not appear to be addressed, and I regret my decision to register with this practice.

Helpful support during difficult times

Consistently supportive during challenging periods

Phone lines take forever to get through

The service fell short of expectations. Getting through to someone takes considerable time (on this occasion it took around 50 minutes), and the call was disconnected due to poor phone connectivity. Securing an appointment and receiving treatment proved very difficult. I was disappointed by the approach taken towards patients.

Long wait on the phone line

I attended to discuss my prescriptions and spoke with a staff member at the reception desk who advised me to call back, though I experienced repeated difficulties getting through.

Receptionists helpful and calls came on time

Had to register at a new surgery after 50 years with my previous practice, which was previously located on a different road many years ago. I have nothing but positive things to say about the place, as all the clinical staff I saw over the years were excellent, the reception team was always helpful, and I consistently received my scheduled phone calls at the appointed times. It was difficult to leave but I am no longer within the practice's catchment area.

Impossible to reach reception or get appointments

My time at this practice has been disappointing over an extended period. The clinical team appears to consist largely of temporary staff, and despite being a long-standing patient, I have not been able to establish continuity of care with a regular practitioner in whom I feel confident discussing my health concerns. Contacting the practice presents significant challenges, from reaching reception through to securing an appointment. I have experienced difficulties getting through on the phone and have found the reception staff approach to lack warmth and consideration. It is disheartening and frustrating that patients receive what feels like an unsupportive experience when seeking medical care.

Felt heard and supported from the start

Registered at this practice with my partner and had an initial telephone consultation with a helpful clinician. They listened to both of us carefully and assisted us in arranging the required medications and subsequent appointments. Much appreciated!

Reception staff dismissed me without listening

The receptionist was quite unhelpful when I attempted to arrange a telephone consultation, which had been recommended following a medication review period. Rather than allowing me to provide my details, I was informed that I was not on the system. I had to persist considerably to get the appointment scheduled. I would have appreciated the opportunity to provide formal feedback about this interaction.

Receptionist kindness made the difference

The reception team are welcoming, the clinical staff are competent, and I have no concerns whatsoever. I'm completely happy with the service received 👍🏻 Thank you all for your professional approach.

Receptionist dismissive about morning appointment availability

The receptionist's manner made me feel undervalued, and securing an appointment proved challenging. I spent three days attempting to book a slot that would suit my afternoon work schedule, but morning appointments were consistently unavailable within minutes of the day's opening. I felt dismissed when directed to attend a walk-in centre instead. This left me questioning the value of being registered with the practice. As I seldom require medical care and only seek appointments when necessary, this experience was quite disheartening.

Reception staff made booking straightforward and easy

I relocated from my previous practice a few months ago due to dissatisfaction with the service quality and its regulatory status. Since joining this practice, I have not encountered any negative experiences. The reception staff member I regularly interact with demonstrates knowledge, friendliness and professionalism. Both doctors I have seen provide excellent care. While the telephone lines can be congested, I am generally able to connect, and there is the option to attend in person at opening time for same-day appointments. I appreciate the standard of service provided.

Practice quality declined after recent takeover

The practice was previously excellent. However, since the change in management, there has been a noticeable decline in the quality of service.

Couldn't reach anyone after three days waiting

I spent three days attempting to secure an appointment for my son who has mental health needs. I was informed that a clinician would contact me, but this did not happen. I was subsequently directed to attend a walk-in centre instead, though I had concerns about whether certain matters could be properly addressed in that setting, including medication-related issues and discussion of an ongoing specialist referral. I felt that my concerns were not taken seriously.

Phone queue was frustratingly slow and unhelpful

The phone staff could be more helpful and efficient. However, the clinical team members are genuinely excellent and provide good care.