Diamond Health Group
74 Hendford, Yeovil, Somerset, BA20 1UJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Left to rot
Rated 1 star out of 5
by Russell Carrington - Posted on 07 August 2024
After numerous weeks trying to get an appointment finally my big day came. I visited the doctor about a very painful shoulder that is preventing me from doing my job properly. When I went to see the doctor I could immediately from his body language that he'd already had enough for the day (it was about 11am). He did no inspection of the area and decided the best course of action despite having no idea what the problem is, to send me for an x-ray. Due to the surgery's admin errors, I didnt get my x-ray until July ! I have since been sent a text telling me the x-ray showed nothing and I should continue with my physiotherapy ! What physiotherapy. Apparently I was put on the list on 6th February and since then I have not been called or texted to notify me to come for physiotherapy of any kind. My pain remains at 9 out of 10, my physical condition has deteriorated drastically, and I have now relapsed with my depression. In 7 years registered with this surgery they have not managed to cure a single ailment I have presented them with, and there has been a 5 at least. I would highly recommend that this surgery is avoided for your own health, if nothing else. I have lost all hope.
Visited February 2024
Review titled Diamond Health Group
Replied on 17 February 2025
Dear Russell, Thank you for sharing your experience, and I am truly sorry to hear about the difficulties you’ve faced with managing your shoulder pain and the impact it has had on your overall well-being. I understand how frustrating and disheartening this must be, and I want to assure you that your concerns are being taken seriously. I sincerely apologise for the delays and miscommunications surrounding your x-ray and physiotherapy referral. This is not the level of care we aim to provide, and I understand the distress it has caused. We have recently reviewed our referral and follow-up procedures to ensure that patients are better informed and supported throughout their treatment journey. To help resolve this, I would like to personally look into your case to ensure that your physiotherapy referral is prioritised. Additionally, if you feel that further investigation or pain management is needed, please let us know, and we will arrange a follow-up consultation to explore other options for your care. Your health and well-being are of utmost importance to us, and we want to support you through this difficult time. If you are comfortable doing so, please reach out to the practice so we can take the necessary steps to help you feel better. Thank you for your patience and for bringing this matter to our attention. We genuinely appreciate your feedback, and we are committed to making the necessary improvements. Kind regards, Charlotte – Practice Manager
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Review titled Very grateful to be seen but locum a.c.t was hard going.
Rated 4 stars out of 5
by Anonymous - Posted on 18 January 2024
I used the online consult form to register request for advice. This was thorough and clearly laid out. I was very grateful to find I was being referred to see the Acute Care Team but was quite disappointed to find that the appointment would be 10 days later. I had put off contacting the GP as I know how stretched the system is but I guess I still felt frustrated for myself, and the system, that at the point I felt I really needed to be seen I couldn't be. When I was seen it was helpful which is obviously the point but the locum was very distant and seemed very abrupt. For the first few minutes he didn't look at me, he just typed. He was very offhand to the point of seeming rude and when I said I had been taking cough syrup he said 'don't bother it's just sugary water' - which I appreciate but when I have genuinely been trying all routes to not Immediately burden the practice this and his entire manner felt very rude and uncaring. So reference the following multiple choice questions I didn't through on the phone and I wasn't seen promptly. (Although I do understand this is a tricky time of year)
Visited January 2024
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your feedback. We are glad to hear that you found the online consultation form thorough and clearly laid out. We strive to make accessing our services as straightforward as possible. We understand your frustration with the waiting time for an appointment with the Acute Care Team (ACT). We acknowledge that waiting 10 days when feeling unwell can be distressing, and we appreciate your patience given the current pressures on the healthcare system. We are continuously working to improve appointment availability, and we have recently increased the number of GPs in the practice to help reduce waiting times. We are sorry to hear about your experience with the locum ACT paramedic. We expect all members of our team to provide compassionate and respectful care. We apologise if the interaction felt abrupt or uncaring. Your feedback will be shared with our clinical team to ensure we maintain high standards of patient care and communication. Your experience matters to us, and we are committed to learning from your feedback to improve our services. If you would like to discuss this further, please do not hesitate to reach out. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Fantastic nurse and receptionist for another appointment
Rated 5 stars out of 5
by Wendy - Posted on 22 December 2023
Had to have bloods taken which dr had asked for was explained why which put me at ease the other tests I had were checked by dr before I left was cancelled a few weeks ago because of staff shortage have web with this drs since 1963 has gone down hill but due to GP shortages but I phone later in the day and may get a appointment in a few days but know if urgent will be seen or rung I always make my appointments in advance as they usually can be booked a month in advance
Visited December 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your experience. We are pleased to hear that you felt reassured during your recent visit and that the doctor took the time to explain your tests and review the results before you left. Providing clear communication and compassionate care is important to us. We acknowledge your concerns about appointment availability and understand the frustration caused by the previous cancellation due to staff shortages. We are pleased to let you know that we are now fully recruited, which allows us to provide a more consistent and reliable service. Additionally, we have updated our phone system to improve accessibility and reduce wait times, making it easier to reach us throughout the day. We appreciate your loyalty and trust in our practice since 1963, and we are committed to learning from all feedback to continuously improve our services. If you have any further concerns or suggestions, please do not hesitate to reach out. Thank you once again for your valuable feedback. Kind regards Charlotte - Practice Manager
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Review titled Absolutely Awful
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
I've been trying to get an appointment since July and just cant get through in the mornings and when I do after hanging on for over 40 mins all the appointments have gone, and they then say I should have been stood in line at the surgery for a better chance. As with most people I work full time and my work wouldnt appreciate me standing in line numerous times per week to try and get an appointment. We are all busy. My appointments are getting more urgent as time goes on and I do wonder if they will take on responsiblity if anything does happen to me whilst I'm waiting. In the meantime I think I 'll be looking at another surgery as I'm just totally fed up now.
Visited October 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficulties you faced while trying to book an appointment and the frustration this has caused. We understand how stressful and worrying this must have been, especially as your health concerns became more urgent. We acknowledge that your experience did not meet the standard of care and service we aim to provide. To address these concerns, we have recently updated our phone system to improve accessibility during peak times and reduce wait times. We have also increased the number of GPs in the practice to enhance appointment availability. Our goal is to make it easier for all patients to access the care they need without the stress and inconvenience you encountered. We understand the challenges of balancing work commitments with accessing healthcare, and we are reviewing our appointment booking process to find better ways to accommodate routine and urgent care needs. We are also working to provide more flexible options to ensure all patients can access the care they require. We are sorry to hear that you are considering leaving our practice, but we hope you will give us the opportunity to restore your confidence in our care. We value your feedback and are committed to learning from this experience to improve our services. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Can never be seen
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
Uses to be a great surgery but last 3/4 years gone downhill, you can never get an appt. Call from 8.30 but when you get through all appts gone, do online consult , tells me you need to see a dr ( i know this) call us !!! The state of drs in yeovil is dreadful , if you go to a&e you see the knock effect there now. Something needs to be addressed. This surgery used to have 5/6 permenant drs at least now hardly any it seens, it can not offer a service and just today i was told go to a pharmacy when I think I may have a secondary infection and need antibiotics, ive been unwell for over 2 weeks so have tried everything a pharmacy has to offer, i don’t go to the drs much. Looks like will have to call 111 out of hrs to actually get seen by someone , surgery just cannot cope but doesn’t seem to be the only one in the area, shocking state of the nhs I guess
Visited October 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficulties you faced in booking an appointment and the frustration caused by the online consultation process. We understand how upsetting this must have been, especially when feeling unwell and needing medical attention. We acknowledge that your experience did not meet the standard of care and service we aim to provide. To address these concerns, we have recently updated our phone system to improve accessibility and reduce wait times. We have also increased the number of GPs in the practice to enhance appointment availability and ensure better continuity of care. Additionally, we have introduced eConsult as our new online consultation provider to improve access to medical advice. We understand that navigating the system can sometimes be challenging, and we are working to ensure it offers a more streamlined and user-friendly experience. We recognize the impact that these challenges have had on your health and well-being, and we sincerely apologize for any inconvenience caused. We are committed to learning from this experience to improve our services and restore your confidence in our care. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Inadequate Service
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
Requested medication that this surgery failed to provide or let me know wouldn’t be available. This was critical medication that they left me without for 4 days. To ensure it didn’t happen again, I contacted the surgery and was assured my medication would be provided. When I went to collect my medication, again, it hadn’t been provided. This was despite an email also sent from a hospital consultant requesting this medication. Now on 09/10 I have been calling for the last 45 minutes, got to que position 5 and the phone cut off. Called back and then placed back to call position 11. This surgery’s answer phone message is a joke “due to sickness across our patient coordinator team” - this sickness has been going on for months, if sickness remains the problem, my suggestion would be that you replace your staff with staff who can actually arrive at work in the morning, your sickness levels must be off the chart and this is just a poor excuse for a “service” that refuses to answer the phone. CQC - it’s about time you look in to this practice, it is inadequate and unsafe. As a Care Professional myself, if my service provided this standard we would be closed down. Completely unacceptable.
Visited October 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficulties you faced in obtaining your medication and the frustration caused by the issues with our phone system. We understand how concerning and stressful this must have been, especially given the importance of receiving your medication on time. We acknowledge that your experience did not meet the standard of care and service we aim to provide. To address these concerns, we have recently reviewed our prescription process to ensure more reliable and timely communication about medication availability. We are also working closely with our team to improve coordination with hospital consultants to prevent delays. We are equally concerned about the challenges you faced when contacting us by phone. To improve accessibility, we have updated our phone system to better manage call volumes and reduce wait times. We are pleased to share that we are now fully recruited and have no staff shortages, which will help us provide a more consistent and reliable service. Your feedback is important to us, and we are committed to learning from this experience to improve our services. We sincerely apologise for any inconvenience or distress caused and appreciate your patience and understanding. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Archaic, horrible experience
Rated 1 star out of 5
by Sarah - Posted on 14 September 2023
477 dials it took for me to get through to an automated voice telling me all appointments were booked. I then had the option to join a queue, 15 minutes later i got through, i was able to get an appointment? The stress and axiety this surgery causes is disgusting, people should be given an easy access to healthcare, Hendford make it harder than Fort Knox to gain access. They make you feel guilty for trying to get an appointment. They are constantly short staffed. The Drs ive had experience with dont seem to care, instead of actually investigating properly in the first appointment, it takes severall appointments before you get to the bottom of it. This is such a waste of time and money. It seems all they care about is targets. Look at your Google reviews, everyone is saying the same
Visited September 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for sharing your feedback. We are truly sorry to hear about the difficulties you faced while trying to book an appointment and the stress and anxiety it caused. We understand how frustrating and upsetting this must have been, and we sincerely apologise for any distress you experienced. We acknowledge that your experience did not meet the standard of care and service we aim to provide. To address these concerns, we have recently updated our phone system to improve accessibility and reduce wait times. We have also increased the number of GPs in the practice to enhance appointment availability. Our goal is to make it easier for all patients to access the care they need without the unnecessary stress and frustration you encountered. We are concerned to hear about your experience with continuity of care and the need for multiple appointments. We are actively reviewing our processes to improve continuity by making it easier to follow up with the same doctor where possible. We value your feedback and are committed to learning from this experience to improve our services. We are also taking all feedback seriously and regularly reviewing comments to make meaningful changes. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled No routine appointment slots
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2023
It’s very difficult to get an appointment over the phone there is always a busy tone from 9 till 11 .Online consult never works so you cannot put a request through it.if you call at other times they ask you to call in the morning in the fixed time.Even after explaining I just need a routine appointment still asked to keep calling everyday till I am able to get hold of Someone. Completely ridiculous if someone is working how can they ask to be off work every day for two hours to get a routine appointment? Can you not set aside one doctor for routine or some appointments with each doctor everyday so people can just call later or request via email . Please also check your online consult.why it’s always down.
Visited August 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your feedback. We are sorry to hear about the difficulties you faced while trying to book a routine appointment, as well as your experience with our phone system and online consultation service. We understand how frustrating this must have been, especially when balancing work commitments. We recognise the challenges in accessing appointments, and we are actively working to improve this. We have recently updated our phone system to enhance accessibility and stop the busy tone during peak hours. We have also introduced eConsult as our new online consultation provider to provide a more reliable and user-friendly experience. If you are experiencing any issues with this system, please let us know, and we will investigate further. We appreciate your suggestion about setting aside appointments for routine visits. We are currently reviewing our scheduling system to find better ways to accommodate patients needing non-urgent care without the need for daily calls. Your feedback is important to us, and we are committed to learning from this experience to improve our services. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Near Impossible To Contact
Rated 1 star out of 5
by M Quinton - Posted on 21 August 2023
I have been trying to book a B12 injection which was due on the 4th Aug since July 22nd, due to my existing health conditions and financial constraints it is always a struggle to do this, i have attempted to call multiple times at different times of the day to no avail, calling at 8:30 and 8 seconds greets you with an engaged tone and its pretty much like this until 11am, calling between 1pm and 3pm you will be in a queue at double figures...... which is probably a 30-minute wait, my last attempt was at 4:45pm , position 6 in the queue, 10 minutes later , position 6 in the queue, now i don't know the situation but if its taking 10 minutes to complete one phone call , something is wrong or people are ignoring the phone. Either way there needs to be change because whatever systems/training you have in place right now clearly aren't working and a quick look at the feedback about the practice clearly shows this isn't a new thing and has been getting worse for a long time.
Visited August 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficulties you faced while trying to book your B12 injection and the challenges with our phone system. We understand how frustrating and stressful this must have been, especially given your health conditions and other constraints. We acknowledge that your experience did not meet the standard of care and service we aim to provide. To address these concerns, we have recently updated our phone system to improve accessibility and reduce waiting times. We are also actively reviewing our call-handling processes and staff training to ensure more efficient service and better communication. Your feedback about the challenges of booking routine appointments is important to us. We are currently looking at ways to better manage appointment scheduling, including options for routine care, to make it easier for patients to access the services they need. We understand the impact that these delays have had on your health and well-being, and we sincerely apologise for any inconvenience caused. We value your feedback and are committed to learning from this experience to improve our services. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Joke of a surgery
Rated 1 star out of 5
by Anne Evans - Posted on 09 August 2023
I have been trying for 4 days now to speak to someone regarding medical notes. You can only ring between the hrs of 10am to 12am the line is constantly ringing with no answer. Previously had a call from gp to say I'm lacking in vit b12 & folic & needed to go on 2 more meds, had to have another blood test a month later & had nothing back to say if I still need to take said meds. Also had xrays over 3 months ago to be told by the receptionist that the results had not come back & I should phone xray department to chase the results up myself.. (not my job) then to recieve a text from gp to say they have the results from 1 lot of xrays but not the other set & to make appointment to see her. Still trying now with no success. Absolute joke of a practice
Visited August 2023
Review titled Diamond Health Group
Replied on 11 August 2023
Dear Mrs Evans, I am sorry for the difficulty you have had in getting through to the secretarial line. Due to the summer holidays, we have been down to a reduced capacity in this department. I have looked into this matter and have arrange for the reception lead and secretarial lead to contact you to resolve the issues you have raised. Once again, I do apologise for the inconvenience you have face. Dr Mala Ariaratnam Senior GP partner