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 Terrible
Rated 1 star out of 5
by Lynne Stewart - Posted on 02 August 2023
Your chances to see a doctor are almost zero ring at 8 30 in the morning line busy till 10 then no appointments for that ring tomorrow so on and so on cannot make appointment with the doctor over the phone at all worst medical service l have had l have on going illness on line consult can't even get into it
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 in booking an appointment and the challenges with our online consultation system. We understand how frustrating and concerning this must have been, especially when managing an ongoing illness. 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 introduced eConsult as our new online consultation provider, which we hope will offer a more reliable and user-friendly experience. If you are still experiencing issues with this system, please let us know, and we will investigate further. We recognise the importance of timely access to care, particularly for patients with ongoing health conditions. We are actively reviewing our appointment booking system to find better ways to accommodate patients needing routine or follow-up care. 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 Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2023
Absolutely shocking service, has continued to go down hill for the past few years. Completely unreliable, horrendous waiting times for appointment or call, keep not sending prescriptions. To me it seems like it shouldn't even be operating, probably the most unprofessional service I have ever used. Their whole attitude seems to be to just fob you off with some pathetic excuse.
Visited July 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’ve experienced with appointment wait times, call delays, and issues with prescription requests. We understand how frustrating and inconvenient this must have been, and we sincerely apologise for any distress caused. 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 have also increased the number of GPs in the practice to enhance appointment availability. Additionally, we have recently reviewed our prescription process to ensure a more reliable and timely service for our patients. Your feedback about our communication and the overall experience with our team is also important to us. We are committed to ensuring that all our staff provide supportive, professional, and compassionate service at all times. We value your feedback and are committed to learning from this experience to improve our services. We hope you will give us the opportunity to restore your confidence in our practice. Thank you once again for bringing this to our attention. Kind regards Charlotte - Practice Manager
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Review titled Absolutely Abysmal
Rated 1 star out of 5
by That time of Life - Posted on 22 June 2023
Having tried to ring for nearly 2 weeks (over 400 redial calls), to constantly get the message "all appointment have gone". I called patient care co-ordinator (very little patient care), to be told that there was no appointments, I had to ring the surgery, despite me having said I have been trying to ring for 2 weeks. In desperation, i called 111 who said they had got a telephone slot for that afternoon. An hour before that appointment I get a text from the surgery saying it had been assessed by the practice and I need to call at 8.30 tomorrow for an appointment. I called the surgery to confirm this and was told that 111 should not be giving appointments and I would need to call the surgery. I will be leaving Hendford after over 20 years. Complete lack of compassion and humanity.
Visited June 2023
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for sharing your feedback with us. We are truly sorry to hear about the difficulties you faced while trying to book an appointment and the confusion surrounding your interaction with 111. We understand how frustrating and distressing this must have been, especially when you were seeking medical help. We acknowledge that the challenges you experienced with our phone system and the process of booking appointments did not meet the standard of care and support we aim to provide. We have recently updated our phone system to improve accessibility and have also increased the number of GPs in the practice to enhance appointment availability. We hope these changes will make it easier for all patients to access the care they need. We are also concerned to hear about your experience with our patient care coordinator. Please be assured that we are reviewing this matter to ensure that all patients receive compassionate and supportive service. We value your feedback and are committed to learning from this experience to improve our services. We are sorry to hear that you are considering leaving our practice after so many years, but we hope you will give us the opportunity to 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 Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2023
It's very difficult to get appointments due to the system they use so online is out as i don't understand how the system works. So it's long waits on the phone and once your call is answered sometimes by a person with a very passive aggressive attitude and having to explain what you need after being on hold for 20 or more minutes of mind numbing recorded messages only to be told no appointments available. Then when you get a appointment it's never with the same Dr you seen previously, so theres no getting used to one Dr that you feel comfortable with. It's not all negative at least when waiting in the phone queue they don't play Four Seasons by Vivaldi.
Visited June 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 when trying to book an appointment, as well as your experience with our phone system and interactions with our team. We understand how frustrating this must have been, and we appreciate your patience. We recognise that navigating the appointment system and waiting on the phone for long periods can be challenging. To improve accessibility, we have recently updated our phone system and enhanced our online consultation service by introducing eConsult, which we hope will provide a more user-friendly experience. If you need help understanding how the system works, our team is here to assist you. We also acknowledge your concerns about continuity of care and the importance of seeing a familiar doctor. While we strive to provide consistent care, availability can vary. However, we are actively looking at ways to improve continuity for patients who prefer to see the same doctor. We appreciate 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 Awful experience
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
I have been trying to reach the surgery from 8:29 this morning on redial non stop, but it would not connect, line was busy all the time. Past 9:30 I finally get through, but wait in the queue for over 30 mins just to hear there were no appointments left for today and I should call tomorrow at 8:30 again. When I mentioned that i was trying to do so this morning and the issue with phone booking at 8:30 was persistent in all the online reviews particularly mentioning people not being able to reach the surgery and book the appointments for days. The receptionist was cold and rude as she just hang up the phone! This has to be escalated and sorted out. Moreover, appointment was for my child that had ongoing symptoms for 2 weeks now and I had informed the receptionist about it. To my surprise, she hung up after I raised my concern that I was worried that I won't be able to reach them again tomorrow and book appointment for my child. Why patients are treated with ignorance and childrens health is not prioritised, why appointments are only available on the day and cannot be booked for any other day of the week? To reach the surgery and make an appointment is close to impossible.
Visited June 2023
Review titled Diamond Health Group
Replied on 15 June 2023
Dear Patient We have our telephone lines open all day from 08:30 until 18:30, our Patient Care Coordinators would listen and try to help. All acute clinical requests are triaged by our PCC members and the Duty Doctor and prioritised by clinical need. I am very happy to chat to you further if it helps, unfortunately as the review is anonymous you would need to contact the practice.