I- Heart Barnsley - Barnsley Healthcare Federation - Ratings and reviews
Reviews
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Review titled Abysmal
Rated 1 star out of 5
by Liam - Posted on 02 April 2024
I tried to call my GP on the morning of 2nd April, told no appointments and that I should call iHeart. I rang iHeart at 4pm on the second and continued to call a further 243 times within an hour. All I got was the same message “unfortunately all of our operators are busy”. No queueing, just hangs up. I would appreciate someone advise me how I’m supposed to see a doctor if I can’t do this through my GP or by out of hours? Do I just wait until I get so bad I’m calling 999 for an ambulance? Seems like it.
Visited April 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 05 April 2024
Thank you for your feedback Liam, Apologies we have had some phone line disruption which has been out of our control. We apologise for any inconvenience that this may have caused. You can contact the 111 service who will be able to navigate you to local GP services, if this happens again. Your feedback has been shared. BHF Patient Feedback
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Review titled Appalling
Rated 1 star out of 5
by Garry - Posted on 28 January 2024
Started ringing just before 8 Continued ringing 8am until 9:30am No answer at all just kept going through the options it's like the lines are just open but not being answer I appreciate thus service is covering the whole of barnsley but I think the system req looking at Ridiculous
Visited January 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 30 January 2024
Dear Garry, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Operations Manager so we can review any changes that need to be made to our telephone system. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF85. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Apalling
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
I was told today by a pharmacist to see someone as I have severe pain behind my ear. I could not get in at my Doctors so was told to phone I heart. In total I phoned 64 times , 1st time I got through in queue number 4 after a long time phone went dead. Got through again queue number 2 down to number 1 , phone went dead again. Phoned them straight back it was closed . How can you be in a queue twice for the phone to go dead!!!! So frustrating. No wonder A & E get so busy. Can't get a doctors appointment and can't get through to out of hours doctors, appalling service
Visited January 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 25 January 2024
Dear patient, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high. We have recently moved to a new telephone system which only lets a set amount of people queue. This is due to us getting complaints that patients had waited in a queue for a long period of time to then be told there was no appointments available when they spoke to an advisor. We are however sorry to hear that your telephone calls cut off. We aim to offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Operations Manager so we can review if further changes need to be made to our telephone system. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF84. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Appalling
Rated 1 star out of 5
by Vicky - Posted on 11 March 2024
Was on the phone from 8am till 9.30am both Saturday and Sunday with no answer and today 11.03.2024 been on the phone from 4pm till 6pm rang a total of 264 times...I got down to caller number 2 and then I got cut of...I thought this was a way to help the hospital try and cut down number of patients that needed a doctor out of hours...
Visited December 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 12 March 2024
Dear Vicky, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high, we can confirm that all appointments were utilised on the days you called and no problems have been raised by our staff regarding the telephone system. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Operations Manager so we can review any changes that need to be made to our telephone system particularly around you being cut off, we appreciate this will have been very frustrating. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF86. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Waste of time
Rated 1 star out of 5
by Peter Bainbridge - Posted on 26 September 2023
Took me 84 times to get through on phone to be told no appointments so could only get phone call appointment waited upto 21.47 nothing so had to rush to toilet soon as got down stairs they had phone can't be on toilet and answer the phone never got another call
Visited September 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 27 September 2023
Dear Mr Bainbridge, Thank you for your recent feedback regarding i-Heart365. I am sorry to hear of the concerns you have raised regarding the long wait time to get through on the telephone and then missing your telephone appointment. I can confirm that our staff members at i-Heart365 do try to offer the best patient care and try to speak to as many patients as possible, unfortunately as we cover all of Barnsley telephone lines can often be busy and appointments often go quick. I can confirm from a review of your patient record that the clinician did try to contact you at 21:33, 21:35 both with no response and then at 21.43 where the call went straight to voicemail. I hope from this you can understand that we did try to contact you on several occasions. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve patient experience therefore I appreciate you bring this to our attention. If you have any further queries please do not hesitate to contact us quoting reference number BHF82 so we can get some further details to be able to look into the concerns raised further. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
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Review titled Not helpful
Rated 2 stars out of 5
by Anonymous - Posted on 16 July 2023
Tried 64 times to get through, just automated message saying operaters are busy. Finally got through and the staff on phone are really helpful and nice. Went to Chapelfield and the staff at the reception are all nice and helpful. Unfortunately the Dr was rude and miserable and not helpful at all. I was in and out in 30 seconds, didn't even look properly in my throat. Feel like I'm swallowing razors and been suffering dizziness and earache for over a month. Just told its a virus and that's it. Made to feel like I'd wasted his time. Back to my own gp I go, won't use this service again.
Visited July 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 18 July 2023
Dear Patient, Thank you for your recent feedback regarding i-Heart365. I am very pleased to hear of your positive experience with the administrative staff but I am sorry to hear of the concerns you have raised about the GP. Our staff at i-Heart365 strive to offer the best patient care therefore we are upset to hear that this has not being your experience from using our service. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve the patient experience therefore I appreciate you bring this to our attention. It would therefore be greatly appreciated if you could please contact us quoting reference number BHF81 so we can get some further details to be able to look into the concerns raised further. Please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
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Review titled Quick response but…………
Rated 3 stars out of 5
by Anonymous - Posted on 18 May 2023
My normal GP was closed for training and advised to call I-Heart. I called and more or less got through to someone, I was advised they would send through a request for my GP to call me the next day, which seemed a bit strange. I got a message to call my doctor in which I did to be told they had received a letter from I-Heart to book an appointment for 4-6 weeks time with my GP in which I have done, but now sat wondering why 4-6 weeks? I would be better trying to call my GP directly and get an appointment sooner. Have used the service in the past and never had an issue, I just find 4-6 weeks a very long time to have to wait so long to have a telephone appointment
Visited May 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 22 May 2023
Dear Patient, Thank you for your recent feedback regarding i-Heart365. I am sorry to hear of the concerns you have raised regarding being advised to contact your GP in 4-6 weeks, in order to look into this further and determine why that advice was given we would need to review your patient record and query this with the clinician. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve patient experience therefore I appreciate you bring this to our attention. It would therefore be greatly appreciated if you could please contact us quoting reference number BHF80 so we can get some further details to be able to look into the concerns raised further. Please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
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Review titled rubbish system
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2023
Rang iheart barnsley to be told to contact my GP tomorrow what a waste of tax payers money rang my GP today to be told close at lunch time as they are having a meeting open again in the morning waste of time the lot of them
Visited May 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 19 May 2023
Dear Patient, Thank you for your recent feedback regarding i-Heart365. I am sorry to hear of the concerns you have raised regarding being advised to contact your GP and then not being able to get an appointment. I can confirm that our staff members at i-Heart365 do try to offer the best patient care. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve patient experience therefore I appreciate you bring this to our attention. It would therefore be greatly appreciated if you could please contact us quoting reference number BHF79 so we can get some further details to be able to look into the concerns raised further. Please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
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Review titled Terrible phone service
Rated 1 star out of 5
by Melanie Morley - Posted on 04 April 2024
Started calling at 5.27, took me 41 attempts to get into the queue. Once I was in, I was at position 3. Jumped to position 1 and then after being on the call for 18 mins and 16 seconds I was cut off. Called again immediately. Started at position 3 in the queue. Got to position 1. This took us past the 6pm close. And the call was answered after 17mins and 41 seconds to then be answered and immediately disconnected. No wonder A&E are over run. Diabolical service from Iheart Barnsley.
Visited April 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 05 April 2024
Dear Melanie Thank you for your feedback, unfortunately we have had some issues with our telephone lines which has caused some disruption, which was beyond our control. We have passed the feedback on and we apologise for any inconvenience this may have caused. Patient Feedback Team BHF
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Review titled Great Service, Very Impressed
Rated 5 stars out of 5
by Bridget - Posted on 25 March 2023
I contacted 111 via the GP callback service on a Saturday morning. My call was returned in less than 30 mins and I was offered an appointment at iHeart the same day. I was greeted by great staff, saw a brilliant doctor and managed to collect my prescription only 3 hours after my initial call to 111. The service is absolutely fantastic. Thank you to everyone involved.
Visited March 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 27 March 2023
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am very happy to hear the positive feedback you have provided and am glad to hear that you were seen quickly and managed to obtain a prescription in a timely manner. I am also very glad to hear how great the staff treated you. I can confirm that this feedback has been shared with our Senior Management Team and will be shared with the staff members also. If you would like to discuss this further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF77. All feedback is taken very seriously by BHF as it enables us to learn and improve patient experience by sharing peoples experiences therefore, I appreciate you taking the time to share this positive feedback. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE