Holderness Health - Hedon Group Practice
Market Hill House, 4 Market Hill, Hedon, Yorkshire(East Riding), HU12 8JDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled gone downhill practice since changed to Holderness Health
Rated 1 star out of 5
by michael Smith - Posted on 31 March 2023
just had a text message from a doctor informing me my medication has changed without any consultation from myself, if the doctor concerned had reviewed my notes they would have read there recommendation that i have experienced problems with this latest review of medication in the past. what's gone wrong with this practice a GP used to be called a General Practitioner since HH have taken over i call then Ghost Practitioners when a patients medication is going to be amended surly they should be consulted first not just told especially when its a doctor you have never seen before
Visited March 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 11 April 2023
Thank you for taking the time to submit a review of your recent experience. We are sorry to hear that you are unhappy with the text message you received on 31st March 2023. We would welcome the opportunity to look into this further so that we are able to provide you with some more information. If you can email our Feedback email address we will look into this further. You can email us at hnyicb-ery.feedback.holdernesshealth@nhs.net, alternatively you can call us on 0333 332 3232 and ask for Sarah Powell, Head of Patient Services who will be happy to assist you. Many thanks
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Review titled Great doctors, Poor dispensary
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2023
The doctors are great at this Surgery however the dispensary is probably the worst I have ever experienced. Getting a repeat prescription delivered is very difficult. My mother calls them every time there is a problem ordering on the app and the person on the phone says they will sort it and then never does. They say the will call her back to let her know what is happening or if we can pick her pills up but rarely do. This service is terrible
Visited February 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 15 February 2023
Thank you for taking the time to provide your feedback on our services. We are sorry to hear that your mother has not been happy with the service she has received. We would welcome the opportunity to look into the points that you have raised to try to resolve the problem. If you could please email your mothers details to our Feedback email address we will certainly look into this further. You can email us at hnyicb-ery.feedback.holdernesshealth.nhs.net Thank you.
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Review titled Dispensary
Rated 2 stars out of 5
by Anonymous - Posted on 13 February 2023
Ordered medication 10 days ago no text to say it was ready (don't always get one) not ready, ran out 2 days ago now trying to source my medication on line. Fingers crossed
Visited February 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 15 February 2023
Thank you for taking the time to provide your feedback on our services. We are sorry of the delay you have experienced in obtaining your prescription. We are currently experiencing high levels of staff absence which is impacting on our ability to respond to prescription requests as quickly as we would like. We are currently looking into ways to improve and speed up the service. We would welcome the opportunity to look into the issue you have raised and would ask that you email our Feedback email address with your details so we can look into this further. You can email us on hnyicb-ery.feedback.holdernesshealth@nhs.net Thank you.
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Review titled Promises of improvements
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2023
I have been on the phone over an hour and fifteen minutes listening to a message that is repeated over and over again. Still no answer. I have been told things will improve and they are working hard to make matters better. When will we see any improvement? Covid made things hard and I except that. Joining so many practices covering such a large area has not helped. Do I have to change practice to get any improvement?
Visited January 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 26 January 2023
Thank you for taking time to write this review. We are sorry to hear that you are not satisfied with your recent experience. We, like most other NHS services are currently dealing with high levels of demand. This is impacting on our ability to answer all calls within a reasonable timescale. We would always recommend that patients select the Call Back option. This does not affect your place in the queue and you will receive a call back when you reach the front. If you are calling for any routine issue we would ask that you call later in the day when the call volume reduces. If you do have access to the internet you could also contact us through Klinik which is available on our website. Unfortunately, as your feedback is anonymous we are unable to look into your specific concerns however if you would like to email us on: nyhicb-ery.feedback.holdernesshealth@nhs.net we would be more than happy to look into these issues with you personally. We will also be offering a Meet the Managers opportunity on Saturday 28th January 2023 at Hedon Group Practice (8.30 - 10.00) and St Nicholas Surgery Withernsea (10.30 - 12noon) where you can drop in and ask questions relating to the Practice. Many thanks.
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Review titled Very poor patient care!
Rated 1 star out of 5
by vicky - Posted on 30 January 2023
Not a "regular" patient, last medical appointment i required was some years ago. Very shocked and disgusted to be told I haven't been ill long enough to warrant an appointment. I didn't realise you had to be ill for a minimum time before it's deemed an illness? If there were other surgeries near where i lived i would certainly transfer, these have been shocking since they merged - pure greed at the heart of it not peoples health & wellbeing!!
Visited January 2023
Review titled Holderness Health - Hedon Group Practice
Replied on 30 January 2023
Thank you for taking the time to provide your feedback although we're sorry to hear that you are not satisfied with the service you have received. Due to unprecedented demand we have to have a system in place to ensure that we can offer those patients who have an urgent need for an appointment each day. Those patients with routine medical problems are offered our next available appointment which could be upto 3 weeks ahead. Without knowing details of why you have requested an appointment it is impossible to say whether you should or shouldn't have been offered one. I would like to reassure you that we always put patients health and wellbeing at the heart of everything we do and we take all feedback seriously. If you are able to email our Feedback email address we will look into these issues and try to resolve any dissatisfaction or explain the advice you have been given. You can email us on: nyhicb-ery.feedback.holdernesshealth@nhs.net Thank you
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Review titled gone downhill practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 January 2023
having my medication changed had to ring to make an appointment for blood test, after ringing and leaving my phone on loud speaker longest call 55 mins and spending 5 hours 10 mins total no answer. i used the call back 12 times no one ever called back phone calls were after 11 am and in afternoon similar with call back the period was 11 days. Had to visit dispensary to pick tablets up while waiting heard people making appointments so on leaving asked to make appointment see a nurse receptionist replied you have to ring up to make an appointment sorry you cannot do it here odd when we heard appointment's been taken earlier this was an afternoon. i have been with this practice from been born 74 years ago i have got to say it was a very good practice before the merger lovely staff but who ever designed the phone system wants sacking there is no your number14 or so in the que so as you have guessed i have gave up no appointment no blood test thanks holderness health for your help not
Visited November 2022
Review titled Holderness Health - Hedon Group Practice
Replied on 16 January 2023
Thank you for taking the time to write a review about your recent experience. We are sorry to hear that you are not satisfied with the service you have received. We are currently dealing with unprecedented demand and high levels of staff sickness which means that we have been unable to answer all our calls within the timescales that we set ourselves. We are currently recruiting and aim to improve our call handling times as soon as possible. Unfortunately as your review is anonymous there is little we can do about your specific concerns however if you would like to email our Feedback email address we will be more than happy to discuss your individual concerns and arrange for any tests which are required. Please email: hnyicb-ery.feedback.holdernesshealth@nhs.net Many thanks
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Review titled Lovely staff
Rated 5 stars out of 5
by David - Posted on 11 November 2022
Waiting for an appointment, I overheard a wonderful interchange between the receptionist and a man concerned about getting back to work, but needing help for his wife who he is caring for. Despite not being the responsibility of the practice, the receptionist was patient, friendly, calm and helpful in directing him to the organisations who could help him. As a carer myself I was very impressed and touched.
Visited November 2022
Review titled Holderness Health - Hedon Group Practice
Replied on 22 November 2022
Thank you for your kind feedback which we will pass onto our Patient Services Team. We are always grateful for feedback which is both positive and negative so that we can improve our services further, but we are pleased to hear that on this occasion our staff went over and above to help someone in need of help.
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Review titled Very poor telephone service
Rated 3 stars out of 5
by Anonymous - Posted on 23 March 2023
After being on hold for 30 minutes I decided to walk to the surgery to see if there was a problem. I kept my mobile phone on, still saying sorry for the wait but someone would be with me shortly. I arrived at reception, Im still on hold at this point and spoke to the receptionist. I asked if there was a problem with answering the phone as I had been on hold for so long. It was a Friday at 15.10, the surgery was virtually empty, and no phones were ringing, yet I was being kept on hold the receptionist said we are very busy. I said Im on hold to you, showed her my mobile,yet there are no phones ringing and no one in the back office to answer calls. Absolute rubbish communication
Visited September 2022
Review titled Holderness Health - Hedon Group Practice
Replied on 25 March 2023
Thank you for taking the time to write your recent review. We are sorry to hear that you were not satisfied with the service you received. Our phone lines are incredibly busy at present due to an increase in demand and high levels of staff absence. We always recommend that patients press '1' and opt for a call back. This will hold your place in the queue so that you don't have to spend time waiting on hold. Once you reach the front of the queue we will automatically call you back. Our phones are now answered from our Admin Hub where our staff are able to deal with patient queries in an environment which has less distractions and more support available. This allows our staff who are based at our Surgeries to deal with patients who attend in person without having the additional pressure of answering the busy phone lines. This system has been in place since May 2022 and has improved our call handling times although we still have further work to do to improve our response times further If you have access to the NHS App you can use this to book appointments or you can also submit queries or book appointments via Klinik which is available via our Website. As your feedback is anonymous we are unable to contact you to discuss your concerns in person however, if you would like to email us on our Feedback email we will happily provide you with more information. Thank you.
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Review titled Awful waiting times!
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
The staff are very friendly and the treatment is always fine when eventually you can get booked in. Is normal to wait up to an hour to speak to a receptionist, only same day appointments till and also still make you queue outside to check in or get prescription despite all covid redirections being dropped over a year ago.
Visited July 2022
Review titled Holderness Health - Hedon Group Practice
Replied on 05 October 2022
Thank you for your comments although we sorry to hear that you are dissatisfied with our service. For clarity, we removed the requirement to queue outside any of our buildings some months ago. The only time this would be necessary is if our waiting area was over crowded and so for safety reasons patients may be asked to wait outside until the queue had subsided although this is uncommon. There are alternative ways in which appointments can be made without using our telephone service. Appointments can be booked via the NHS App or Patient Access or you can send your concerns to us using Klinik which is available on our website. We strongly recommend that any patient with online access use these methods as their preferred choice to allow those patients who do not have online access the opportunity to ring us. As your comments are anonymous we are unable to respond directly to your concerns however if you would like to email us at our Feedback email address we would be more than happy to discuss your individual concerns with you. hnyicb-ery.feedback.holdernesshealth@nhs.net Thank you
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Review titled Very good
Rated 5 stars out of 5
by Lesley - Posted on 01 July 2022
Been twice this year and now have Two specialist appointments.The Staff and Docters were lovely.I think there is a shortage of Docters not the poor staff who are left with all the Abu e.
Visited July 2022
Review titled Holderness Health - Hedon Group Practice
Replied on 01 September 2022
Thank you for taking the time to provide your feedback which we regularly share with staff to ensure that improvements can be made wherever possible. I am pleased to hear that you have had two positive experiences.