Heath Lane Surgery - Ratings and reviews
Reviews
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Review titled Receptionitis
Rated 3 stars out of 5
by Anonymous - Posted on 24 April 2024
Phoning for an appointment on instruction of my GP 2 weeks prior, I was refused an appointment with a senior practitioner, wanting to know the exact reason why I needed it, and saying the Dr hadn't put anything in the notes about it. She gave me a trainee Dr who had to call in the senior Dr, who said it was in the notes. The receptionist went too far in her job, and should not deny a patient seeing a Dr when requested.
Visited April 2024
Heath Lane Surgery has not yet replied.
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Review titled Sometimes lacking
Rated 3 stars out of 5
by Anonymous - Posted on 17 September 2023
The arrangements for the mass vaccination of COVID and flu on 16th September 23 was appalling. The queues went all the way through the surgery an out round the car park. The waiting time on our feet was about 30 minutes. You should not expect pensioners to stand queueing all that time. The whole arrangement was unsatisfactory. The only thing in our favour was the weather. Please do better next time.
Visited September 2023
Review titled Heath Lane Surgery
Replied on 20 September 2023
Dear Patient Thank you for providing feedback on Saturdays flu clinic. Unfortunately due to multiple factors such as patient turning up at the wrong time, car parking issues due to patients parking on Westfield Avenue this caused queueing issues. We are sorry that you were unsatisfied with the service but pleased you attended for your flu jab. Thank you again for taking the time to leave your feedback. Practice Manager
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Review titled Difficult to get an appointment
Rated 2 stars out of 5
by Whitney Taylor - Posted on 02 June 2023
It’s extremely difficult to get through to the surgery, 30 minutes on hold for a cervical screening appointment to be told the next appointment they have free is in 3 weeks time, its frustrating trying to get a doctors appointment to work around my working hours due to me starting work before the doctors open and finish once the doctors close so trying to get doctors appointments for my days off or a break in the working day is impossible even if I do it a week in advance, it’s hard to know if they will have availability or not every time I’ve been in the surgery has been empty which is strange but 3 weeks for a cervical screening is ridiculous I hope they sort this out.
Visited May 2023
Review titled Heath Lane Surgery
Replied on 06 June 2023
Dear Patient Thank you for your feedback. I apologise you were not offered an appointment at a convenient time for you to attend due to your working hours. Please note that cervical screening appointments are available in Extended Access clinics which are held on Saturdays at Newbold Verdon and Centre Surgery. This may have been a better option for you. I apologise if this was not offered to you. Please do get back in touch with the practice to book an appointment, alternatively cervical screening appointments are available to book online if you have registered for online access. Yours sincerely, Heath Lane Surgery
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Review titled Empathy and support shown
Rated 5 stars out of 5
by Kiera Peacock - Posted on 15 March 2023
We recently had travel vaccinations with the nurse. Having a lifelong fear of injections I found the nurse to be incredibly supportive and empathetic. She listened to me when I explained how I needed her to handle me and my fear and she was great, did exactly what I needed without making me feel silly. This was a 5 star appointment
Visited March 2023
Heath Lane Surgery has not yet replied.
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Review titled Unable to order my child's prescription
Rated 3 stars out of 5
by Anonymous - Posted on 16 February 2023
My daughter has just turned 13. Her electronic prescription ordering account is linked to mine as she is a minor, to enable me to order her vital asthma medication. I have logged onto my account tonight and her details have been completely removed from my account, it has been unlinked so to speak from mine. Why??? I am now no longer able to order her medication for her. Why was I not informed that the practice were going to do this? How on earth do I now order her repeat prescriptions? If you are going to do this sort of thing, at least tell people so they can make other arrangements to get their children's medicines.
Visited February 2023
Review titled Heath Lane Surgery
Replied on 03 March 2023
Dear Patient, Thank you for informing the practice or your issue. We would like to look into this further to see what has happened and if we can rectify this for you. Please contact the practice with your details so that we can action this. Yours Sincerely, Practice Manager
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Review titled Very poor telephone service
Rated 3 stars out of 5
by Anonymous - Posted on 17 January 2023
It is virtually impossible to reach this surgery by phone. On numerous occasions I have been kept on hold for up to 20 minutes before giving up. How on earth do they expect patients to contact them? They give no email address and even if they did there are instructions on their website not to, and there is no facility or option to leave an online message. The only sure way to speak to them is to go to reception in person which is extremely difficult when you have mobility issues. When you do manage to get through the road blocks put in front of you, their patient care is usually good.
Visited January 2023
Review titled Heath Lane Surgery
Replied on 25 January 2023
Dear Patient Thank you for taking the time to leave your feedback. We appreciate any feedback that is received as this provides the opportunity to review systems and processes and make changes if/when required. I am sorry to hear that you have experienced difficulty getting through to the practice recently. We are experiencing an exceptionally high number of calls coming through to the practice each day, this is due to a number of issues; post covid, winter pressures, demands on the NHS and the recent Strep A concern. Unfortunately as a practice we do not receive any additional funding to be able to keep up with the demand but I can assure you we have a fantastic team of Receptionists who do their very best every day to try and answer calls as quickly and efficiently as possible. I note this post has been left anonymously but if you would like to discuss this further please do not hesitate to contact me. Yours sincerely Practice Manager
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Review titled Receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 28 December 2022
Went to surgery to make a appointment to speak to Doctor at the Doctors request via a letter from him in November as I have just come out of hospital with Renal Failure, only to be told that I have to wait until January 5th for a call, (not that this request was of any importance) so booked this date I then had to ring to speak to a diabetes nurse as I have been put on a cocktail of drugs which had sent my blood sugars through the roof,only to be told I would have to wait 4 days for the next telephone appointment, I said to the receptionist I could be dead by then, to which she replied, if you are dead by then, I suggest you go to the LRI, to which I replied, it would be a bit difficult if I am dead. Fortunately the Diabetes nurse who is looking after me did ring, thank you for that. I cannot believe how rude some of these practice receptionists are, they need to be taught better people skills and given better training. Maybe if they were to check each case individually and not tar everyone with the same brush things would improve. I was absolutely disgusted. The majority of Doctors at this surgery are brilliant 3 in particular but some of the receptionist leave a lot to be desired and really do need better traing with dealing with patients.
Visited December 2022
Review titled Heath Lane Surgery
Replied on 13 January 2023
Dear Patient Thank you for taking the time to leave your feedback. We appreciate any feedback that is provided as this provides the opportunity to review policies/processes and make changes if/when required and also highlight possible areas of training. Please accept my apologies for how you felt after your recent contact with the practice. As this has been left as an anonymous post I am unable to investigate this further with the team. However if you wish to provide your details please contact the practice to provide them. Thank you Regards, Practice Manager
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Review titled Covid/flu jabs
Rated 5 stars out of 5
by Dorland - Posted on 21 October 2022
Well organised covid /flu jab clinic at Heath Lane Surgery by all involved. Thank you for a fast, efficient and friendly experience.
Visited October 2022
Review titled Heath Lane Surgery
Replied on 06 March 2023
Dear Patient, Thank you for your kind comment this has been passed on to the practice team. Yours sincerely, Practice Manager
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Review titled Impossible to get through on the phone
Rated 2 stars out of 5
by Anonymous - Posted on 05 September 2022
This is the numerous time i have tried to ring , today over 20 times, beginning of August 71 times and all i hear is a violin screeching. i wanted to cancel an appointment due to having Covid and then when i finally got through i was told very abruptly why didn't i come down to the surgery and tell them -Really. today i need to re-order a perscription that needs to be reviewed before being sent to the chemist, 2 hours listening to this awful music.you a new telephone system and or new receptionists. sorry just not good enough. when your'e actually there the service is fantastic from doctors, and the nurses, keep up the good work but please please change the telephone system.
Visited September 2022
Review titled Heath Lane Surgery
Replied on 06 March 2023
Dear Patient, Thank you for your feedback. I am sorry that you have struggled to get through on the telephone lines. Due to ongoing pressures and demands on the NHS we are experiencing a high number of calls each day. Our team of receptionists do their very best to answer the calls as quickly and efficiently as possible. I am sorry on this occasion you were dissatisfied with the service. I note you comment about being in the practice, thank you. Yours sincerely, Practice Manager
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Review titled Hard to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 22 August 2022
Waited over 30 minutes on hold to ask for an appointment about a recently diagnosed condition. Told I could have a telephone appointment in two weeks time. No option to attend surgery and no option for an earlier appointment. On top of this they wouldn’t give me a time (or even an approximate time) for the telephone appointment so I can’t plan how I will answer the phone when working and if I miss said call I have to book another appointment. I just want to see a doctor!
Visited August 2022
Review titled Heath Lane Surgery
Replied on 06 March 2023
Dear Patient, Thank you for your feedback, due to the ongoing pressures and demands on the NHS we are receiving high call volumes each day, some of which result in patients that need to be seen on the same day due to clinical urgency. The reception team are trained to triage the calls appropriately; booking the patients in with the right clinician in a timeframe appropriate for the issue to be dealt with. I am sorry that you have been dissatisfied with the service you have recently received, pleased be assured all staff at the practice do their very best to meet the demand each day. Yours sincerely, Practice Manager