Heeley Green Surgery - Ratings and reviews
Reviews
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Review titled Great changes made
Rated 5 stars out of 5
by Anonymous - Posted on 18 March 2024
I had to contact the practice recently about my Mums care. They have put in an online triage system called Anima and it is really, really good. I went online for 2 minutes at work, and 20 minutes later my Mum had an appointment at a time and date that suited us and she had a prescription issued. Well done this feels like the best development in years
Visited March 2024
Review titled Heeley Green Surgery
Replied on 20 March 2024
Dear Patient Thank you so much for your positive feedback about are new clinical triage system. I'm really pleased you were able to submit your request at a time that suited you and you received the outcome you wanted for your mum. This system is still very new to us, so hopefully as time goes on, further improvements will be made to get it 100% right for everyone. Thank you again for taking the time to give us your feedback. It is very much appreciated. Lucie Moore Operations Manager
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Review titled Frustrating
Rated 1 star out of 5
by Sally Gregory - Posted on 27 March 2024
Unable to log onto the Anima System, rang surgery wanting to see a GP about side effects of BP medication which I stopped taking yesterday. Request acknowledged and told a pharmacist would ring me in 7 days!! Rang surgery again and explained by that time I would be off meds for 8 days, asked again to see a GP. Request acknowledged and given a GP appointment for the 8th April in 13 days time!! Supposed to have a Kidney Function Test after 28 days on meds on 9th April but how can I when side effects have forced me to stop taking them. You cannot see the same GP twice and receptionist on duty today is in my opinion rude, dismissive and not interested in patient concerns, told me to go back on Anima tomorrow and make another request to see a GP. After I said I wanted to speak to the Practice Manager I was told to come back at 3.20pm today. My advice is make sure you are able to access Anima and give as much information as possible or it will be triaged based on what the receptionist inputs onto the system. If this is not correct or detailed enough then you will not be able to discuss concerns with a GP either over the phone or face to face. This surgery used to be so good and I now I feel it a battle and an uphill struggle to speak with a GP. The lack of concern, empathy and compassion demonstratesd by the receptionist today is just so poor. Patients who are unable to navigate the booking system or speak up for themselves do not stand a chance of getting the care they need and deserve. I very rarely attend the surgery but when I do I feel like I am a nuisance who has no right to ask to see a GP. Surely if you are prescribed medication for blood pressure and you experience side effects, you should be seen quickly or contacted by a GP to discuss it, not left for 13 days on no medication because you have had to stop taking it. This poor system is enough to give you high blood pressure.
Visited March 2024
Heeley Green Surgery has not yet replied.
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Review titled Could book a show in London Quicker than an Appointment
Rated 1 star out of 5
by Barbara Beeley - Posted on 22 January 2024
The practice is now online for booking appointments. I rang last week and they wouldn't book me in told to use the website. That would be good if you could get one on there. Always says closed. Should be open until 15:00 today but already closed again although should be open 8am to 15:00. On the website it says open at 12am Tuesday so to get an appointment need to stay up untill midnight. Tryning to get through to the Surgery been on and moved from 15 to 13 . So much for progress . Terrible service don't know how emergency would go on
Visited January 2024
Review titled Heeley Green Surgery
Replied on 07 February 2024
Thank you for your comments, we appreciate you taking the time to give us some feedback on our new system. The new Anima booking system is still in its early stages and we are having some teething troubles with it but we are taking all comments from patients and feeding them back to the team to make amendments for easier access. In regards to using the service, please be assured that this is not replacing any original ways of contacting the practice as patients would of been able to previously it is allowing patients to be able to have additional access to the practice if they want to use the online service. We do make adjustments for patients who are vulnerable or cannot use the internet service where reception can submit their request for them through the service and they will be contacted via the telephone rather than using the email facility. If you would like to discuss this any further please do not hesitate to contact the practice and ask to speak to Claire Eddy, Support Manager, who will be able to answer any further questions personally.
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Review titled Anima System a joke
Rated 1 star out of 5
by Sally Gregory - Posted on 22 January 2024
Not enough information about how it works. You still have to try to access the system at 8am and hope by the time you have completed the information you get an appointment otherwise you have to try again the next day. This system is not to help patients but to stop the 8am phone call rush. Fewer appointments available and it takes staff longer to process requests. I don't know if they send you an appointment or ring you back and if you are working you can't plan anything. At lunchtime today I rang the surgery to be told I was number 18 in the queue!! I feel so sorry for elderly patients who don't have access to the Internet or smartphones, they will be the ones ringing the surgery. The only option left now for patients is to physically go down to the surgery and wait outside before the doors open at 8am. The system does not address the chronic shortage of GP's and those that got used to not seeing patients face to face during Covid and continue to this. I am actually extremely concerned now about how to access the GP as Anima is yet another hurdle to bypass.
Visited January 2024
Review titled Heeley Green Surgery
Replied on 07 February 2024
Thank you for your comments, we appreciate you taking the time to give us some feedback on our new system. The new Anima booking system is still in its early stages and we are having some teething troubles with it but we are taking all comments from patients and feeding them back to the team to make amendments for easier access. In regards to using the service, please be assured that this is not replacing any original ways of contacting the practice as patients would of been able to previously it is allowing patients to be able to have additional access to the practice if they want to use the online service. We do make adjustments for patients who are vulnerable and cannot use the internet service where reception can submit their request for them through the service and they will be contacted via the telephone rather than using the email facility. If you would like to discuss this any further please do not hesitate to contact the practice and ask to speak to Claire Eddy, Support Manager, who will be able to answer any further questions personally.
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Review titled Reception: mixed review
by Wandq68 - Posted on 07 November 2023
I have phoned several times and pointed out that I cancelled an appointment, which was shown as did not attend on the appointments part of the Web Site. Each time I was assure it would be rectified; sometimes the person I was talking to apologized sometimes they were quite cursory. Either way, it is still there, saying I did not attend. On another occasion I spoke to Reception about changing the cream on my repeat prescription. the person I spoke to said they would speak to the Doctor and then get back to me, but it might be "a few days". that was months ago and I have yet to hear from them. The advance appointments that can be done online is fully booked for the next three months although the web site offers this as a service. I had a call from Reception to book an appointment with me for a blood test. This came out of the blue. I was given no reason for why I should be having a blood test or where the instructions to book one with me had come from. All in all, I do not feel that when I speak to Reception I will get either a caring or professional or even useful response. I feel frustrated because they don't seem to know or care about my needs and also anxious about my own health.
Visited November 2023
Provided by Care opinion
Review titled Heeley Green Surgery
Replied on 27 November 2023
Dear Patient I'm sorry to hear about your frustrating experience with the reception and appointment system. It's understandable that such situations can be both inconvenient and concerning for your health. Unfortunately, I have no identifiable information relating to who you are from your comment on our website, so at the moment I am unable to investigate your concerns further. If you would like to contact the practice, leaving your name, date of birth and contact number I will be more than happy to look into all your concerns and contact you with the outcome. Please ask the reception team to direct your information to myself so I can personally look into this for you. Thank you Lucie Moore Operations Managers Primary Care Sheffield
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Review titled Appointment system
by Mixed up but mindful - Posted on 24 July 2023
I went to see my GP and after the consultation my GP wanted me to make another appointment to see them in 2 weeks' time. I asked a receptionist if they could make me an appointment for 2 weeks' time. The receptionist said no and I will have to phone up on the day. I said the doctor told me to make a appointment now for 2 weeks' time. The receptionist said I can either see another doctor or phone up on the day to try and get an appointment with the doctor who I've just seen. When did that start happening, when a receptionist can overrule the doctor's decisions on their patient's health care?
Visited July 2023
Provided by Care opinion
Review titled Heeley Green Surgery
Replied on 25 July 2023
Dear patient I sorry for the inconvenience and confusion you experienced while trying to make a follow-up appointment with the GP, and I understand your concerns regarding the decision made by the receptionist. Our goal is to provide the best possible care for our patients, and I'm sorry there was a misunderstanding during your discussion with the receptionist. I want to assure you that we value the trust you place in your GP's judgment, and we strive to support their decisions in managing your healthcare needs, with the receptionists acting as liaisons between patients and doctors while ensuring a smooth appointment process. To address this matter effectively, I will discuss the issue with our reception team and take the necessary steps to prevent similar occurrences in the future. If you have not done so already, could you please contact the surgery and explain the situation again, advising the team that you have been requested to make a follow-up appointment in two weeks. They should be able to assist you in securing the appropriate appointment. Once again, I apologise for any frustration this situation may have caused. We will strive to ensure better communication and coordination within our team to ensure that your future experiences with us are more seamless and efficient. If you have any additional comments or questions, please do not hesitate to contact us directly. Your feedback will continue to be instrumental in helping us improve our services for all our patients. Thank you for taking the time to share your experience, Lucie Moore Operations Manager Primary Care Sheffield
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Review titled Sorry no doctor
Rated 1 star out of 5
by John Darryl hodgkiss - Posted on 27 July 2023
Rang surgery at 8am as I found a large lump on my groin was had got bigger was told that they were booked up as only 1 doctor in ring ba k tomorrow
Visited July 2023
Review titled Heeley Green Surgery
Replied on 14 September 2023
Thank you for your feedback Mr Hodgkiss I am very sorry that you were unable to get an appointment for your medical problem on the day you called in to the surgery. I understand your frustration and concern about the situation, it can be really challenging when you need medical assistance and encounter difficulties in getting an immediate appointment. After speaking with the Support Manager, I understand we had a short notice staff problem that morning, which in turn left us short of appointments for the day. The Support Manager quickly sourced a replacement and the surgery called you back the same day and booked you an appointment. I’m very sorry this caused you some frustration and I hope your problem has now been resolved. Thank you Lucie Moore Operations Manager
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Review titled Confused and frustrated
Rated 1 star out of 5
by Sally Gregory - Posted on 23 May 2023
Received texts asking to book Annual Health Reviews for myself and my son. Told we needed 2 separate 20 minute appointments and to ring back as they only had an appointment I couldn't accept. Then offered a telephone appointment at a different practice which I refused. Receptionist then booked us in with a GP for Medication Reviews, my son's is not due till October. Told the Health Care Assistant was the only person doing Annual Health Reviews, saw her last time and she didn't do bloods or ask about my asthma utter waste of time. My son is on the Learning Disability Register and saw a nurse last time who was very good. The Healthcare Assistant is I feel not the right person for either myself or my son to see and is not a nurse as the receptionist told me!! Gave up trying to book Annual Health Reviews and told the surgery Manager would contact me. Used to be a good practice, on its knees now and has no F/T permanent GP. As other patients have commented since joining the Clover Group Practice and as a result of Covid it offers patients as little as possible and it's always a fight to get face to face appointments. The receptionist today wasn't especially helpful and didn't really seem to understand what I was asking for.
Visited May 2023
Review titled Heeley Green Surgery
Replied on 25 July 2023
Dear Patient, I am sorry for the inconvenience and frustration you experienced while trying to book Annual Health Reviews for yourself and your son at our GP surgery. I understand that this has been a trying experience, and I assure you that we take your feedback seriously, we are actively working to improve our service to better meet the needs of our patients. It is essential for us to provide accurate information, and I regret any confusion this may have caused. We are continually reviewing our appointment system to ensure that it is clear and efficient for our patients. Our intention is always to provide the best possible care, and we value your input on this matter. Regarding your son's Medication Review, I apologise for the oversight in scheduling the appointment earlier than necessary. We will take steps to ensure that future appointments are booked appropriately and in line with his healthcare requirements. As for the issue with face-to-face appointments, I understand the importance of direct and personal care, especially for patients with specific healthcare needs. We are actively working to find a balance between face-to-face and remote consultations, taking into consideration the safety and well-being of our patients while also addressing their preferences. Regarding the staffing situation at our practice, we are actively recruiting and exploring ways to improve our GP capacity and the overall patient experience. If you have any additional comments or questions, please do not hesitate to contact us directly. Your feedback will continue to be instrumental in helping us improve our services for all our patients. Thank you for taking the time to share your experience, Lucie Moore Operations Manager Primary Care Sheffield
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Review titled Unable to contact the surgery via email
Rated 3 stars out of 5
by Anabela Santos - Posted on 22 March 2023
Follow up appointment needed for the following week, as requested by the doctor, unable to make one until 5 weeks time. Asked for a specific day, receptionist made an error. Rang to have this rectified, unable to make another face to face appointment so she changed to a phone call as I needed a double appointment. 5 weeks later the day finally arrives and no call at all! Log on to the online services and it states ‘did not attend’ so clearly the receptionist did not rectify the error by changing the face to face to a phone call! I have tried to contact the surgery and emailed twice but both emails are bouncing back! I can’t sit on the phone at 8 am every morning due to work.
Visited March 2023
Review titled Heeley Green Surgery
Replied on 06 April 2023
Hi Anabela Thank you for your contacting the practice via the NHS website. I am sorry you were unable to contact the practice directly via our email address, and I am unsure as to why you were getting the undelivered message bounce back to you. For future reference the practice email address is syicb-sheffield.heeleygreensurgery@nhs.net and we do monitor this daily. I understand the Support Manager has contacted you via phone to discuss the other issues raised, and these have now been resolved. Please accept our apologies for the misunderstanding and if there is anything further you wish to discuss, please don't hesitate to contact us again. Thank you Lucie Moore | Operations Manager Primary Care Sheffield
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Review titled Losing evening appointments
by Mixed up but mindful - Posted on 10 November 2022
The management at this surgery has made me feel alone, abandoned and totally confused about my care. In my opinion, since the clover company have took over it's been nothing but a nightmare. I've had the same doctor for over 25 yrs and she has been amazing, caring, and understanding of my needs. She's always sorted out my medication and blood tests when they are due. I suffer with mental health problems and she has always sorted out help for me when I've needed it with the mental health team. She's been there for me for years with the amazing care she gave me. I had 100% trust in her over my care. Now it's all been taken away from me and probably the others patients she had feel the same, even though I can't talk for them. I used to have face to face appointments which obviously was great, but it all stopped when COVID-19 started, so it went to telephone appointments only, which wasn't a problem at all because the support from her never changed. She's had evening appointments for years that really worked. Clover company have now taken her evening appointments away so my mental health has gotten worse since this has happened because there was no warning about what was happening. I'm sure the clover company didn't take into consideration how much it will effect people with mental health problems to cope with. Honestly, it's like the saying goes, if it isn't broken don't try and mend it.
Visited November 2022
Provided by Care opinion
Review titled Heeley Green Surgery
Replied on 17 November 2022
Dear Patient I am very sorry if you feel you are not getting a good service from the practice. I can assure you all appointments with clinicians are available across the week, we also have evening and weekend appointments for Health Care Assistants, Nurses and Doctors at the local hub too. If you need any further support please do not hesitate to contact the practice and we will do our best to help. Kind regards Kiz Haigh Head of Primary Care | Primary Care Sheffield