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 Appalling
Rated 1 star out of 5
by Anonymous - Posted on 07 January 2025
I had two appointments made at the same time, so I had them written down on an appointment slio by the receptionist. Both appointments had incorrect times, resulting in me missing my 1st appointment, as I turned up at the time she had written down! The second appointment, I had to ring and confirm the time, as I had a text with a different time come through a few days before. Maybe this is why people are missing appointments!! Also, I had to have bloods re-taken, as after I found a lump, I had to have bloods and a scan/mammogram. The bloods the GP took at the time were lost? How!!! Something so important!!! I had to wait on hold for over an hour both times I called, just to speak to a receptionist. Then you can never get an appointment that day, only 2 months later. That's why the A&E is so over stretched as they have people being told to go there instead of a GP, when it really isn't necessary for them to go to A&E. The whole system is appalling and staff are making wreckless mistakes!!!
Visited January 2025
Review titled Diamond Health Group
Replied on 14 January 2025
Dear Patient, Thank you for the feedback you have left, we appreciate any feedback that is given, I apologise that this is the experience you have received at the practice, to be able to look into this incident in more detail we will need some more information from you. I would encourage you to either write, phone, email somicb.hendfordlodge-contact@nhs.net or come into the practice and speak to the Reception manager to explain what has happened so we can investigate this fully, as this is not up to the standard of care that we aspire to give. We are currently offering routine appointments within 2 weeks, and acute appointments on the day. Kind regards Charlotte Practice Manager Diamond Health Group - Yeovil, Somerset
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Review titled Dr appointment
Rated 4 stars out of 5
by Anonymous - Posted on 21 January 2025
Staff reception very pleasant and welcoming, although my appointment was at 17.00pm and went into see the Doctor at 17.35pm, Doctor was very good and I was very satisfied with the complete experience of this visit.
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your experience. I’m pleased to hear that our reception staff were pleasant and welcoming, and that you had a positive experience with our doctor. I apologise for the delay in your appointment; while we aim to run on time, I’m glad the quality of care you received made up for the wait. Your feedback is invaluable in helping us improve our service, and we’re committed to ensuring every visit meets your expectations. Kind regards, Charlotte – Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 January 2025
My concerns regarding my ongoing health conditions were listened to and I felt heard. The doctor I seen was very professional and thorough. Excellent member of staff and excellent service. Also the staff at reception were very helpful and professional.
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for your positive feedback. I’m pleased to hear that you felt listened to and that your concerns were addressed with professionalism and care. It’s wonderful to know that our doctor provided thorough support and that our reception team was helpful and professional. We strive to create a welcoming and supportive environment for all our patients, and it’s rewarding to learn that your experience reflected this. Your kind words are greatly appreciated and will be shared with the team. Kind regards, Charlotte – Practice Manager.
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Review titled Good practice
Rated 4 stars out of 5
by Anonymous - Posted on 19 January 2025
I arrived before my appointments and I was called in on time. Easy to register my presence on the lobby Ipad. Easy to register my car. Treated with care and respect.
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for your positive feedback. I’m delighted to hear that your arrival experience was smooth—from being called in on time to easily registering your presence using our reception iPad and registering your car. It’s wonderful to know that you felt treated with care and respect throughout your visit. Your kind words are greatly appreciated and inspire us to continue providing the best possible care. Kind regards, Charlotte – Practice Manager
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Review titled Rubbish appointment making procedure
Rated 1 star out of 5
by Patrick Wiseman - Posted on 18 January 2025
Wednesday 15th January 2025 At 8:30am, I rang Hendford lodge medical centre. The answer machine informed me I was number 17 in the queue. I chose the 'call-back' option, hung up and waited. At 8:59am I received a call from Hendford lodge, I stated that I had an ongoing issue and requested to see the same Dr. I was told there were no bookable appointments left for that day. However, if I wished I could have an appointment at the respiratory clinic. Although my persistent chest infection was not my main reason for an appointment I accepted this offer. I was informed that someone would call me back with an appointment time. At 10:50am I rang Hendford lodge and asked if there was a problem. The staff member responsible for running the clinic won't be in today I was informed. Someone has been emailed asking if they could provide cover. When was this person going to get back to you? When was I to be notified?....long silence. A promise of a call back was offered. My details had been noted I was assured! I did not receive a phone call. Thursday 16th January 2025 I rang Hendford lodge. Again I requested an appointment to see this Dr. I was told to try e-consult online if I wished to see a specific Dr. I hung up and tried my luck online. A Dr at Hendford lodge sent me a message explaining my request had been triaged and suggested I follow the link provided to make a routine appointment. This I duly did. A subsequent message stated that an appointment had been made for me on Thursday 16th at 4:45pm. At 4:35pm I sat in the Hendford lodge waiting room. At 4:50pm I was summoned. I introduced myself to the Dr and explained my attempts to make a follow up appointment with the Dr familiar with my medical history had been thwarted. I explained the first issue. I offered a supporting letter from a nephrologist. This was declined. Much online reading of my notes ensued. A decision was made, and a prescription was written. The second issue necessitated several minutes of questions from the Dr. I answered honestly and quickly. A decision was made and a course of action explained to me. The third issue required the reading and answering of questions from the Drs monitor. I had no problem and completed the request. A request for further testing was to be made by the Dr and I would receive notification in due course. The Dr made it abundantly clear that this appointment was running out of time. Further questions ensued, height?, weight?, BMI calculations made, blood pressure taken. Then, would I like statins? I asked the Dr if he was aware that I take blood thinners? The Dr nodded, I said I was in no position to make any such choice. The Dr said information would be made available to me. I made a mental note to ask my liver specialists at the BRI about the use of Statins post transplant. I had intended to request my overdue set of blood tests. Having been made to feel the appointment overrun was my fault, I decided not to. Kind regards Pat Wiseman
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Dear Pat, Thank you for taking the time to share such a detailed account of your recent experience at Hendford Lodge Medical Centre. I’m sorry to hear about the challenges you encountered with the phone queue and the delays in securing an appointment. I understand how frustrating it can be when you need timely care, especially when you have an ongoing issue and a preference to see the same doctor who is familiar with your medical history. I appreciate you outlining your experience over those two days. I apologise for the lack of timely call-backs and for any confusion regarding the available appointments on January 15th. We are continuously working to improve our communication and booking processes to ensure that patients receive prompt updates and feel supported from the moment they call in. It’s good to know that, once you were seen on January 16th, our doctor addressed several of your concerns during the consultation. I’m sorry that the supporting letter from your nephrologist was declined and that the appointment felt a bit rushed as the available time ran short. We aim to provide comprehensive care, and I understand that managing multiple issues in a single, limited appointment can be challenging. Please know that your feedback will be reviewed with our team as we look for ways to better balance appointment duration and the complexity of cases. Your input is invaluable, and it will help us in our ongoing efforts to improve our service. Thank you for your patience and for bringing these matters to our attention. Kind regards, Charlotte – Practice Manager
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Review titled Disappointed
Rated 2 stars out of 5
by Alexandra barbaro - Posted on 24 January 2025
Waited over half an hour for my appt, to which I decided to reschedule because my daughter had to be elsewhere at 6pm. And yet if I was half hour late my appt would have been taken away, I understand people are busy, however when I have multiple things to talk about when I’m Being seen, I’m told the appt is only 12 mins long, so can’t talk about everything!
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Dear Alexandra, Thank you for sharing your feedback, and I’m sorry to hear about the inconvenience you experienced. We understand how frustrating it can be to wait beyond your scheduled time, especially when other commitments are impacted. We do our best to run on time, but sometimes appointments can take longer than anticipated to ensure patients receive the necessary care. Regarding the duration of appointments, we aim to address the most pressing issues within the allocated time to manage demand effectively. Appointments are typically 15 minutes long, and we want to make the most of that time to provide you with the best care. We appreciate your patience and understanding. Kind regards, Charlotte – Practice Manager.
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Review titled On time
Rated 4 stars out of 5
by Anonymous - Posted on 29 January 2025
Really helpful. Completed smear and asthma review. 2 in 1 appointment. Made to feel comfortable. Answered questions and sorted repeat prescription too.
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for your feedback. I’m pleased to hear that you found your recent appointment helpful and efficient. It’s great that we could combine your smear and asthma review in one visit, making the process more convenient for you. I’m glad you felt comfortable and that your questions were answered, as well as having your repeat prescription sorted. Your positive experience is exactly what we strive for. Kind regards, Charlotte – Practice Manager.
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Review titled Appalling Practice
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2025
I left a less than glowing review of an appointment I attended at this surgery at the end of January when a GP told me that my time was up and I had to leave after 5 minutes. I ensured that I kept within the guidelines of not naming any specific staff members etc. Guess what? The review has disappeared! It was visible for a while until the Practice Manager went through reviews in mid-February, strange that. She's kindly responded to all the positive reviews but presumably reported my review as unsuitable. I've complained to this individual before, only to get the usual corporate speak response. It's not worth the effort.
Visited January 2025
Diamond Health Group has not yet replied.
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Review titled E-consult
Rated 3 stars out of 5
by Anonymous - Posted on 21 January 2025
This was the first time I had used e-consult to get an appointment, (something that is not always easy), and it was very successful. Was seen by a new doctor whom I had not met before and he was as helpful as he could possibly be, and moved me to my next stage of treatment for an existing chronic condition. I say “possibly” because the report I was hoping to get feedback on from a test I had at Abbey Manor a month ago had yet to arrive at Hendford,
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Thank you for taking the time to share your experience. I’m glad to hear that using e-consult for your appointment was successful and that our new doctor was as helpful as possible in moving you to the next stage of treatment for your chronic condition. I apologise that the report from your test at Abbey Manor, taken a month ago, has not yet arrived at Hendford. We are reviewing our processes to ensure that test results are received and communicated in a timely manner. Your feedback is invaluable as we work to continually improve our services, and I appreciate your patience in this matter. Kind regards, Charlotte – Practice Manager
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Review titled Frustrating
Rated 4 stars out of 5
by Steve Wroe - Posted on 05 February 2025
I've not seen my Doctor since pre Covid where that experience was really good although, since then I've found it very difficult to get a appointment, long waits on the the phone to see if I can get an appointment, then being told there is none. That also goes with call backs, in the end I've dealt with problems on my own. The latest call I was asked a series questions relating to the problems I have, this was great and lead to being directed to the online EConcult, I found this to be problematic and feel it should be made easier, like a single section just to ask what/list your problem/s are and that's it. There were questions that I felt complicated things by asking questions not related, after you've already explained the problem, and you need to answer as you cant move on to the end of the questionnaire. It needs simplified?
Visited January 2025
Review titled Diamond Health Group
Replied on 17 February 2025
Dear Steve, Thank you for taking the time to share your experience and suggestions regarding our appointment booking and eConsult system. I’m sorry to hear that you’ve found it increasingly difficult to secure an appointment since pre-Covid, and that long waits on the phone and callbacks have led to you having to manage your health concerns independently. We understand how frustrating this situation can be. I'm pleased that you found the triage process thorough during your most recent call. However, I’m sorry to learn that you found our current eConsult system problematic. Your suggestion to simplify the form – perhaps by having a single section to list your concerns – is very valuable. We are continually reviewing our processes, and your feedback will be sent across to our provider eConsult as we look for ways to make the system more user-friendly and efficient. I’m also pleased to inform you that we have recently increased the number of GPs working in the practice, which should help to improve appointment availability. We are committed to ensuring that you, and all our patients, receive timely and effective care. Thank you again for your valuable feedback. Your input helps us identify areas for improvement, and we remain dedicated to enhancing our services for the benefit of everyone. Kind regards, Charlotte – Practice Manager