Heathcote Medical Centre - Ratings and reviews
Reviews
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Review titled Brilliant Practice!
Rated 5 stars out of 5
by G Nicoll - Posted on 14 December 2023
Brilliant GP (he called me yesterday and he called me again today) Brilliant District Nurse (she visited me yesterday) Brilliant reception ladies (always super kind and super caring) In my opinion Heathcote is without doubt the finest GP practice that i have ever encountered. Thank you Heathcote Medical Centre
Visited December 2023
Review titled Heathcote Medical Centre
Replied on 03 January 2024
Thank you for taking the time to leave your very positive feedback about the care and service you have received. Your comments have been passed onto the whole team at Heathcote. Thank you again!
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Review titled Great care and service
Rated 4 stars out of 5
by Anonymous - Posted on 14 August 2023
The diabetic care I receive from both Drs and nurses has been excellent. The receptionists are professional, friendly and extremely helpful.
Visited August 2023
Review titled Heathcote Medical Centre
Replied on 15 August 2023
Thank you for taking the time to leave your review and for recognizing the work of various staff across the practice. I have shared your comments with everyone at Heathcote who all work very hard to provide a good service to our patients and will all very much appreciate your feedback. Thank you again!
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Review titled Worst system ever for booking an appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2023
The receptionist are not friendly, compassionate and helpful. They designed to make it as difficult as possible until you give up to get an appointment.
Visited July 2023
Review titled Heathcote Medical Centre
Replied on 02 August 2023
Thank you for your feedback and I am sorry to hear that you recently experienced difficulties when trying to book an appointment. Our website was introduced to practices across the Surrey Heartlands area a few years ago and we have received very positive feedback from many of our patients about accessing the practice via this method. I appreciate this does not suit all of our patients and if you are experiencing difficulties when trying to book an appointment our receptionists will happily complete a request form on your behalf. If we have reached capacity when you call you will be directed to an alternative service based on your need. I do not agree that our receptionists are not friendly, compassionate and helpful, they work very hard to do provide our patients with the best service they can and we receive lots of complimentary feedback about the reception team and the practice as a whole. We are always happy to investigate poor service experienced by our patients if you wish to bring this to the attention of our reception team leaders in the future. Thank you again for your feedback.
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Review titled Hanged up the phone, always closed , busy
Rated 1 star out of 5
by Anonymous - Posted on 20 June 2023
I have been with the practice for over ten years. Throughout I have known all the reception staff to be rude. This is year I thought the practice was improving, however slowly have I realised this not to be the case. I work at East Surrey. Last Tuesday I drove to the site instead of phoning or going online. Everything is online but not online (never any slots to book) and I am at work 8.30am when the slots apparently open so I can only phone message or walk in post 2pm. On arrival the doors were closed this was around 2pm and I buzzed the reception, another gentleman approached and he too called in dropping a letter. I was told abruptly they were closed. I understand lunch is 1-2pm. The gentleman explained in all of the 20 years he had been there he had never seen anything like it. I went home without resolve. The next day I was at work my symptoms worsened and I told my colleagues that I tried to see my GP but they were closed for no stated reason. They directed me to A&E Gp services. I saw an on duty GP within 45 minutes. I was observed with low oxygen levels and put on antibiotics. On another case; I have since called today for a follow up appointment requested by a Dr at A&E for my daughter. On the phone I was number 2 for 20 minutes. I got through eventually but again the receptionist didn't acknowledge my request just said try 8.30am tomorrow as they were closed I explained that the time is inconvenient for me and before I could get an answer she hung up the phone. ...think this says it all.
Visited June 2023
Review titled Heathcote Medical Centre
Replied on 03 July 2023
Thank you for your feedback and I am sorry to hear of your recent experience. From the date of your review I can see that you visited the surgery on Tuesday 13th June 2023. We were closed that afternoon for a Primary Care Network (PCN) training afternoon that involved all of the staff at Heathcote and the staff of four other local practices. This was advertised on our website, there were posters displayed on the front door of the surgery and a recording explaining this which was played to anybody that telephoned the surgery. You comment how you understand lunch is 1pm-2pm. I would like to point out that while our telephones are closed between 12.45pm – 2pm the surgery doors remain open all day between the hours of 8am – 6.30pm. I will highlight your comment about how you feel you were spoken to abruptly when you rang the intercom at our next reception meeting and remind the team that if this is the case it is not acceptable to be abrupt to our patients. However, I do not accept your comment that “throughout you have known all of the reception staff to be rude”. This is not so and if the manner in which a member of staff speaks to a patient is raised with the practice, this will always be investigated and any training needs addressed. I understand that when our website opens at 8.30am this might not be convenient for you due to work commitments but for access to the practice and our appointments to be equitable to all patients we have to allow access to the website, telephones and at the reception desk to commence at the same time otherwise the website would fill up with requests and for those without internet access and who have to telephone or visit the surgery in person this would leave no slots available. If you are not able to access the surgery yourself, we will accept a request from somebody on your behalf, for example to book an appointment, but rest assured if there is any discussion or response needed this would of course only be with yourself. You mention that you telephoned the surgery on the 21st June 2023 and were number two in the queue holding for 20 minutes and when you were answered the receptionist did not acknowledge your request but said to try again the next day at 8.30am and after explaining this was not convenient the receptionist hung up the phone before you could get an answer. Our telephone calls are recorded but without your full details I cannot listen to the call. If you would like the matter investigated further, please contact our reception team leaders at the practice with your details. I trust this has addressed all of the points you have raised and again I am sorry that your recent experience did not meet with your expectations.
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Review titled Efficient friendly service
Rated 5 stars out of 5
by Anonymous - Posted on 13 December 2022
I think it’s important to praise where praise is due! People are too quick to give feedback on bad experiences and just carry on when they receive excellent experiences. I want to share the excellent service. The lady on reception was attentive, helpful, friendly and did all she could to assist me. I am extremely grateful. I believe in being respectful and understanding to the pressures people are under, in all jobs, and you will receive respect and understanding in return. Thank you Heathcote for your services. :) x
Visited December 2022
Review titled Heathcote Medical Centre
Replied on 16 December 2022
Thank you for taking the time to leave a review. As you point out feedback is often given following a bad experience but not so much following a good experience. Our reception team work very hard to provide a good service to all of our patients and are not always treated with respect. Your comments have been passed to the whole team at Heathcote and are much appreciated by all. Thank you again!
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Review titled Reliable practice
Rated 4 stars out of 5
by Anonymous - Posted on 06 December 2022
I couldn't get through to normal pharmacy so receptionist transferred my prescription to Walton Pharmacy and requested urgent signing which was done immediately.
Visited December 2022
Review titled Heathcote Medical Centre
Replied on 16 December 2022
Thank you for taking the time to leave your feedback. I am very pleased to hear that our receptionist was able to resolve your prescription issue immediately for you. Thank you again!
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 18 November 2022
As a family we have been with the practice for many years. All very positive for the first few years but has slowly declined. After a recent accident I tried to get my daughter an appointment with a GP as a follow up to an A&E visit, only to be given an appointment with the nurse (no disrespect meant but required a DR). I explained that she needed to see a DR but was refused, so they have left a 12 year old girl in pain and having to return to A&E to get the problem dealt with. This is not the first time we have had little to no care and will be leaving the practice as soon as possible.
Visited November 2022
Review titled Heathcote Medical Centre
Replied on 09 December 2022
Thank you for your feedback and I am sorry to hear of your recent experience. It is difficult to comment without having full and precise details and access to your daughter’s medical records. If you would like the matter investigated please write to the Management Team at Heathcote and we can review the matter and provide you with a full response. As common with many practices we do have a specialist Advanced Nurse Practitioner who is experienced in dealing with urgent cases and would have dealt with your daughter’s problem. I am sorry that your recent contact with the practice has left you feeling that you would like to leave the practice. Thank you again for your feedback.
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Review titled Lovely receptionists and great service
Rated 5 stars out of 5
by Jamesina Wells - Posted on 01 November 2022
I went this morning and saw a lovely young man . He was very informative and exceptionally helpful. I would be happy to see him anytime. Thank you
Visited November 2022
Review titled Heathcote Medical Centre
Replied on 11 November 2022
Thank you for taking the time to leave your feedback. This is much appreciated and has been shared with the whole team at Heathcote. Thank you again!
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Review titled Great help
Rated 5 stars out of 5
by Adam - Posted on 31 October 2022
Today was superb. I advised the reception staff of my issue and they resolved in and then called me less that 10 min later to say it was done. Excellent super helpful and quick when I needed it.
Visited October 2022
Review titled Heathcote Medical Centre
Replied on 11 November 2022
Thank you taking the time to leave a review and sharing details of your recent experience at the practice. Your review has been shared with the whole team at Heathcote and we are all very grateful for your very positive feedback. Thank you again!
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Review titled Efficient practice with kind, professional staff
Rated 5 stars out of 5
by Anonymous - Posted on 28 September 2022
After virtually no contact with Heathcote Medical Centre for several years, I have recently needed to have a lot of dealings with GPs, nursing and reception staff. Without exception, they have been helpful, kind, professional and efficient and I cannot praise them highly enough. The pressures on all medical and related staff are huge at the moment, but this practice has helped me at every stage of my diagnosis and treatment and for that, I am truly grateful.
Visited September 2022
Review titled Heathcote Medical Centre
Replied on 12 October 2022
Thank you for taking the time to leave your review and for your very positive comments about all of the staff at Heathcote. All members of the team work extremely hard to provide a good standard of service and care to our patients. The impact of your kind words should not be underestimated, particularly at a time when as you point out, the pressures that ALL medical and related staff are facing is so great. Your kind words have been shared with all staff at Heathcote and they are gratefully received by the whole team! Thank you again!