Heywood Health

Service quality has genuinely improved here

I must acknowledge that the standard of care has noticeably enhanced. It is genuinely encouraging to witness the commitment to going beyond expectations in supporting patient wellbeing.

Staff were professional and genuinely caring

I have experienced some health concerns over the past year and a half, and the team at this practice has been wonderful. They have demonstrated both professionalism and compassion throughout my care. I am grateful for their support.

Reception staff showed genuine care during crisis

Our elderly family member had a fall in the garden, which was a distressing experience for those of us who witnessed it. We are deeply grateful to the team at the surgery for the compassion and support they provided during this difficult time. The reception staff were particularly kind and understanding when we contacted them, showing genuine care and consideration despite our obvious distress. We would like to extend our thanks to everyone on the team there – your professionalism and kindness meant a great deal to us and our family during what was an upsetting situation. You are truly valued.

Reception staff attitude needs improvement

Some of the reception staff can be quite abrupt and lack warmth in their interactions. You would expect a more compassionate approach to be part of the role at a medical practice, but this doesn't appear to be the case here. That said, not all team members are like this—a number of staff members are genuinely pleasant. It's unfortunate that the positive ones are overshadowed by those who could improve their manner. I was seriously considering making a formal complaint. *UPDATE* A member of the management team contacted me the day after I posted my review. I have to acknowledge that they handled the situation exceptionally well. They took time to listen to my concerns and responded with genuine understanding and care. Since I was quick to share my negative experience, I felt it was only fair to return and acknowledge when things are handled properly and deserve recognition.

Reception didn't have proper removal equipment ready

Attended an appointment today for a routine procedure. I was very concerned when the clinician initially attempted the procedure using inappropriate equipment, then tried an alternative method when the first approach proved unsuitable. A staff member was subsequently sent to retrieve the proper instrument to complete the task. I found this experience deeply troubling and feel the practice requires urgent review, as I believe there are serious concerns about patient safety protocols.

Hard to book appointments here

The team could have been more supportive, though this may be understandable given the circumstances. Obtaining an appointment with a clinician is quite challenging, and I would hesitate to suggest this practice to others.

Staff go the extra mile for patients

I have been attending this practice for five decades and whilst there have been numerous changes over the years, one constant has been the willingness of the team to go the extra mile to assist patients. I have consistently been able to secure appointments when required and have found the overall service to be of a high standard.

Quiet appointment with good hygiene measures

The practice was not particularly crowded during this appointment. There was adequate space available to observe social distancing measures, and a sanitizing station was positioned at the entrance.

Couldn't get an appointment despite calling early

Unable to secure an appointment through standard channels. Called early in the morning only to learn that slots were unavailable and was directed to access out of hours services instead. The out of hours provider indicated that a blood test was necessary, however subsequent attempts to arrange this test have been unsuccessful despite calling at an early hour and being instructed to try again at the same time the following day.

Couldn't book a blood test appointment

Unable to arrange a blood test through this practice. I was informed that I could obtain empty sample containers and have the testing completed at the hospital instead. This approach seems to offer limited value to patients in the local area, and the practice may as well not be operating.

Prescription errors keep happening repeatedly

This has been the most disappointing medical practice I have encountered throughout my many years as a patient. There have been numerous occasions when issues have arisen with prescription management at local pharmacies.

Impossible to get through on the phone

This practice does not deserve a positive review in my opinion. I attempted to contact the surgery this morning starting from 8am and made numerous call attempts. There was no telephone queue system available, just an engaged tone followed by the call disconnecting, requiring me to redial repeatedly. After eventually getting through in the early afternoon, I was simply told to try calling back in the morning at 8am. This experience was frustrating and the staff response was not helpful.

Couldn't get through on the phone

This medical practice has not met my expectations based on my previous experiences.

Reception staff were dismissive and unwelcoming

Awful experience. I arrived well before my appointment time and waited outside until the door was unlocked. When I was finally able to enter, I was questioned about my timing in a manner that felt dismissive and condescending. The reception staff member's tone throughout the interaction came across as unwelcoming and somewhat harsh. I found the whole experience quite off-putting and am seriously considering registering with a different practice. The level of training and customer service approach seems questionable.

Merged surgery created longer waits and rushed appointments

I have found the experience at this surgery to be deeply disappointing since a merger between two practices was implemented without adequate communication or consultation with patients from the original location, apparently for cost-saving purposes. This has resulted in extended appointment waiting times, and interactions with staff that have felt rushed and dismissive. The overall standard of care has fallen short of expectations, which I believe is compounded by the significant workload pressures placed on the team. The physical environment also requires attention, as the reception area feels dated and poorly lit, with an overall atmosphere that feels neglected. Whilst I recognise that the practice operates within the constraints of the NHS system, I feel these issues warrant improvement and greater accountability to patients.

Impossible to get an appointment here

Disappointing experience with availability. Struggled to secure appointments despite calling early in the morning and being among the first callers attempting to book.

Long waits and frustrating appointment delays

The experience fell short of expectations. The wait extended considerably beyond the scheduled appointment time, and it appeared that other patients who arrived after me were seen first. The appointment itself took longer than the standard timeframe typically allocated per patient. The initial booking process required an extended wait to secure an available slot.

Impossible to get an urgent appointment

I've been unable to secure appointments when needed, as the earliest available slot is several weeks away. This is frustrating when dealing with current health concerns. I'm considering switching practices. Additionally, I've noticed that I don't see the same healthcare professional on repeat visits, which differs from my experience in previous years when there was more continuity of care.

Receptionists juggle calls while staying polite

They're constantly busy, and these reviews make it seem like staff are just sitting around doing nothing. The receptionists are juggling phone calls while booking appointments all day long. People complain about various health matters, but sometimes the solutions seem straightforward. What happens when certain political parties are in power affects the NHS. That said, my prescriptions are always handled promptly without fail. I don't visit often, but when I do, the staff are always courteous. It appears that giving their all still isn't satisfactory for everyone.

Unhelpful staff who seemed reluctant to assist

The practice seemed reluctant to provide assistance and appeared to prioritise minimising their involvement.