I- Heart Barnsley - Barnsley Healthcare Federation
Woodland Drive, Barnsley, South Yorkshire, S70 6QWContact details and opening times
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Reviews
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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
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Review titled Useless
Rated 1 star out of 5
by J Ryan - Posted on 24 February 2023
No queue system when all operators are busy, just basically tells you to go away and ring 111. Atleast a queue system would allow everyone ringing to eventually speak to someone and then it’s up to the patient to hang up. I thought instead I’d go in in person to speak to a receptionist to get an appointment since phoning is a waste of time. When I got there I was told you can only get appointment over the phone of which point I explained that the phone lines are too busy hence visiting in person to get an appointment. That was basically met with a shrug and a ‘computer says no’ reply.
Visited February 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 27 February 2023
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. 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. Due the i-Heart 365 service appointments being offered in multiple locations and available for all Barnsley residents we therefore do not have a reception that patients can book appointments through and this is unfortunately why appointments can only be offered by telephone. 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. This is therefore why the telephone message now advises the lines are busy and to try and call back once a set amount of people are already in the queue. 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 by BHF as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and that this email has provided you some reassurance that your feedback has been taken seriously and we will continue to monitor our telephone system to see if we can make any further improvements. 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 BHF76. 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 Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 03 February 2023
I rang this number and was told we are busy and no one available so you need to hang up and call a different dept.This has happened several times so what is the point of having a call line when all it says is we are busy and cuts you off.Surely common sense says there should be a queueing system in place then it is up to the caller to decide whether they want to wait or hang up.
Visited February 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 06 February 2023
February 2023 Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. 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. This is therefore why the telephone message now advises the lines are busy and to try and call back. 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 by BHF as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and that this email has provided you some reassurance that your feedback has been taken seriously and we will continue to monitor our telephone system to see if we can make any further improvements. 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 BHF73. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net
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Review titled Fast and efficient
Rated 5 stars out of 5
by Amanda Saunders - Posted on 20 January 2023
Took a few attempts to get through on the phone but once I was through my soon was given an appointment for later that day, seen fast once there and a perscription sent straight to the pharmacy, the doctor was great with my son and my partner received a call from them very fast regarding similar symptoms, sent photos and called back in minutes to update. First time we've used the service and happy to use it if needed in the future.
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 23 January 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 a prescription sent straight to the pharmacy. I am also very glad to hear how your son and husband were treated by our clinicians. 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 BHF71. 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
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Review titled Difficult to get through but perseverance is key.
Rated 4 stars out of 5
by Anonymous - Posted on 24 January 2023
I’ll be honest it took well over an hour to get through which was very disheartening but I persevered and finally got to 5th in the queue. The person I initially spoke to was extremely helpful and offered me an appointment time of 10pm but said to listen out for my phone as the surgery could possibly ring me with an earlier time. 10 minutes later and my appointment was brought forward and hour and a half which was great because it was for a young child. We arrived a little bit early for our appointment, but weren’t waiting that much longer after our appointment time. Maybe 5 minutes…. The doctor we saw was very accommodating to my ever so intrigued child. Long story short - although it can be a pain to get through if like me you can not go to an appointment in regular hours it is a fantastic alternative. I’ve used it on a few occasions now and as of yet have not come across a medical professional that hasn’t met the needs required accordingly.
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 25 January 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 regarding our clinicians. I would also like to take this opportunity to thank you for your perseverance on the telephone line to get an appointment. Whilst we do try to make contacting i-Heart the best patient experience possible due to our service being for all Barnsley patients our telephone lines are often busy. This is something that we do regularly review to see if we can make any changes to improve the experience therefore your feedback is welcomed. 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 BHF72. 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
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Review titled Inability to make an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 03 January 2023
Having just read a whole list of reviews of peopleattempting to contact iHeart to make an appointment, and seeing the same response being given back by iHeart, I am having the same issue. All operators apparently busy, no chance of getting through as it keeps hanging up. Crazy system. Not impressed, and please don't give me the same answers as other reviews have received as that is just a poor excuse, and obviously the system is poor and inadequate for the service it is required to perform. It needs sorting out properly.
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 05 January 2023
Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear of the concerns you have raised. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high and has been even higher currently due to system wide winter pressures. We want to support as many people as possible, however due to the volume of calls we receive people will need to queue for one of our operators and due to the popularity of the service we do on occasion we do run out of appointments. To try and improve this we have all telephone lines fully staffed and do try to answer everyone’s calls as soon as possible, we aim to offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. We have also recently installed a new telephone system; this now enables us to have a better queuing system and provides advice on what to do in the event we are unable to take your call. All feedback is taken very seriously by BHF as it enables us to learn and improve patient experience by sharing peoples experiences. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and that this email has provided you some reassurance that your feedback has been taken seriously. 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 BHF67. 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 Can’t get through and cut off
Rated 2 stars out of 5
by Anonymous - Posted on 10 January 2023
Tried to call I-heart on the advice of my doctors as cannot get an appointment with them for another three weeks. Couldn’t even get in the queue at all the first day I tried despite ringing quite a few times. Today managed to get in the queue at about 5:35pm, went from fifth in the queue to first in the queue only to be cut off at 6pm on the dot. Tried to call back and advised by the recorded message that they are closed. This is ridiculous, why have a queuing system only to cut people off bang on closing time when they have been queueing for ages. Not happy with this at all and this means yet another day trying to get a doctors appointment which should not be this difficult. Not good.
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 11 January 2023
Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear of the concerns you have raised. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high and has been even higher currently due to system wide winter pressures. We want to support as many people as possible, however due to the volume of calls we receive people will need to queue for one of our operators and due to the popularity of the service we do on occasion we do run out of appointments. To try and improve this we have all telephone lines fully staffed and do try to answer everyone’s calls as soon as possible, we aim to offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. We have also recently installed a new telephone system; this now enables us to have a better queuing system and provides advice on what to do in the event we are unable to take your call. All feedback is taken very seriously by BHF as it enables us to learn and improve patient experience by sharing peoples experiences. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and that this email has provided you some reassurance that your feedback has been taken seriously. 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 BHF68. 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 Time keeping
Rated 2 stars out of 5
by Anonymous - Posted on 15 January 2023
We had an appointment at 0900, for me lateness is only acceptable in very small number of circumstances. When we have an appointment at 0900 I expect to be seen at 0900, unless previous appointments have overrun for some unavoidable reason. What I don't expect, is to have an appointment at 0900 and the Doctor walk into the surgery at 0906 carrying a McDonalds coffee. Is there any wonder the NHS is always delayed if people are not on time for work?
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 16 January 2023
Dear Patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear the concern you have raised regarding the clinician arriving late to the surgery meaning that your appointment was delayed. All feedback is taken seriously and enables us to learn and improve patient experience therefore I appreciate you brining this to our attention and would be grateful if you could please provide us some more information so this can be raised with the clinician accordingly. Please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF70. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
Information supplied by Barnsley Healthcare Federation CIC