Heron GP Practice - Ratings and reviews
Reviews
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Review titled Disgraceful
Rated 1 star out of 5
by Kylie - Posted on 23 April 2024
This go surgery is the worst. I’ve been trying to call for three days. All day. High in the que. Called back a little later. Cut off. Currently been number 1 in the que for 1 whole hour. The service is absolutely diabolical. Now they have switched to online it’s even worse. You practically need to do a quiz just to even be considered for an appointment. After today I’m changing doctors. Something needs to be done.
Visited April 2024
Heron GP Practice has not yet replied.
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Review titled Data breach incident
Rated 1 star out of 5
by Imran Patel - Posted on 19 March 2024
Surgery receptionist took registration form and supporting evidence and told us they have lost all the documents - document included copy of passports, brp , national insurance, bank statement and proof of address - when approached team members I was told we don’t hold responsible for losing data
Visited March 2024
Review titled Heron GP Practice
Replied on 20 March 2024
Dear Mr. Patel, Thank you so much for taking the time and for providing your feedback which is appreciated regarding your experience with us at Heron GP Practice. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and concerned to hear that your experience with us has not been positive specifically your concerns about a potential data breach in relation to the loss of your important personal documentation when registering and the response from the practice staff when you asked them about it. If you would like to contact us directly regarding your experience and concerns so we can investigate in more detail then please do not hesitate to contact our Information Governance Team on 0300 1000 411 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhu-information.governance@nhs.net. The team will then be able to take more details from you so that they can investigate what has happened and feedback. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best regards, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2024
Iam not to sure what’s changed to the service over the last few months,but it is absolutely shocking,they never answer the phones,even when you call after 10.30am for non urgent queries your always number 3 in the que for over an hour and half. Nobody seems to communicate with one another,as one person says one and another something else,when you do get an appointment they call you and cancel or let you walk all the way down to the surgery and tell you sorry we don’t do that you will have to rebook. my partner who hasn’t been to the doctors in over 3 years,tried for the first time today to call with no luck only to be told sorry we don’t take calls for booking anymore it’s all had to be done online,this is false as they don’t have the right to take away phone bookings, when not everyone has the access for online and are within there rights to not want to download this to there phones,also when they have a practice meeting on a Wednesday they always fail to switch the phones back over on the Thursday morning this has happed on a numerous amount of accusations it was nearly 8.50 when they switched the phone lines back on again. Some serious action needs to be taken at this surgery,as they are clearly failing in patient care.
Visited March 2024
Heron GP Practice has not yet replied.
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Review titled Disgraceful service
Rated 1 star out of 5
by Arlaisha - Posted on 21 March 2024
I have requested a sick note for the last 4 days can’t Called the practice twice each day to confirm that I would receive it. Each time I was told that I would receive it by close of business and I have not received a thing. I am pregnant and the stress of dealing with them and explaining the situation to my work is ridiculous… now today Thursday. Same request has been put through and when I try to call it says that the service it closed… no one has been any help I am in constant pain and under stress from dealing with them
Visited March 2024
Heron GP Practice has not yet replied.
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Review titled Can’t get through over the phone
Rated 1 star out of 5
by Bharat - Posted on 21 March 2024
I have been on the phone for 50 minutes now I have got to position 1 three times then went back to position 3 and still waiting
Visited March 2024
Heron GP Practice has not yet replied.
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Review titled Doctor's attitude and cancellations of Appointments
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
To be honest I have experienced very bad experiences with this Surgery (one after another) 1. Very short notices cancellations from Surgery for Appointments on numerous occasions. 2. The attitude and understanding from Doctors at the Surgery need to improve drastically. 3. It takes ages for the Surgery to pick up calls. 4. Online access for records for the Surgery are lost on numerous occasions.
Visited October 2022
Review titled Heron GP Practice
Replied on 23 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Heron GP Practice and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to the cancellation of appointments, staff attitude and accessing the practice via telephone. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this is happening, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)