Horizon Healthcare - Ratings and reviews
Reviews
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Review titled Really helpful ANP
Rated 4 stars out of 5
by Anonymous - Posted on 08 April 2024
Booked appt to help with my daughters acne only 5 days into treatment and she’s already seeing the benefits K was really professional and talked at a level my teen daughter understood and reassured her that what she’s experiencing is common She was friendly and very understanding
Visited April 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Thank you for your review and kind words 😊 I will pass your comments back to the team. Carolyn Deputy Practice Manager
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Review titled Unnecessary journey
Rated 4 stars out of 5
by Edmund Drummond - Posted on 12 April 2024
Following my annual diabetes screening I was required to provide a new urine sample. Instead of providing me with a sample container I had to make a special journey to the surgery to collect one. On top of this I had to telephone the surgery 7th in the queue to find out what to do with the sample. Was it to be delivered to the hospital or the surgery? It would be so much easier to have one posted with specific instructions on what to do after. I’m immensely grateful for the help with my condition and have nothing but gratitude to the NHS. This review is intended as a positive one and would prevent unnecessary journeys.
Visited April 2024
Review titled Horizon Healthcare
Replied on 12 April 2024
Hi Edmund, Thank you for your review and kind words about the service we provide. With regards to the urine bottles. This is a difficult one, as you can probably imagine, the costs to the surgery for posting out the paperwork alone for patients annual reviews are very high. We are currently working on a project to try and enable patients to receive their information electronically and to print them at home to reduce these costs. To send out urine sample bottles would increase the costs at least 3 times (not including the packaging) as it would need to be posted as a parcel. Urine samples can be dropped at the hospital when having your blood tests or at the surgery. I have checked the letter you have been sent and yes it does not include the instructions on where to drop this off. I will ensure the letters are updated with this information as soon as possible. Thank you for highlighting this oversight. Kind regards Carolyn Deputy Practice Manager
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Review titled Practice
Rated 2 stars out of 5
by Karen Dosanjh - Posted on 05 April 2024
I feel like they want to get you in and out as fast as possible and have not improved after Covid. The practice was definitely better before and they also had satellite surgery that you could visit, this is now impossible to get an appointment at.
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Dear valued patient, Thank you for sharing your feedback with us. We genuinely appreciate your perspective and understand your concerns regarding the changes in our services, especially in light of the challenges posed by the COVID-19 pandemic. We want to assure you that despite the unprecedented circumstances brought about by the pandemic, we have been diligently working to adapt and improve our services to meet the evolving needs of our patients. To provide some context and transparency regarding our practice's performance, I'd like to share some statistics with you. Before the pandemic, from January 1st, 2019 to December 31st, 2019, we conducted a total of 85,977 appointments. Impressively, this exceeded the expected number of appointments outlined in our NHS contract by 1,000 appointments. Out of these 35,049 were with a GP. Similarly, during the period from January 1st, 2023 to December 31st, 2023, despite the challenges posed by COVID-19, we continued to uphold our commitment to serving our patients. We provided 89,988 appointments to our patient base, surpassing the NHS contract expectations by 5,004 appointments. Out of these, 35,645 were with a GP. These statistics underscore our unwavering dedication to meeting the healthcare needs of our community. Over the past five years, we have continuously strived to enhance our model and elevate the quality of care we provide. We have made substantial investments in recruiting additional GPs to ensure that our patients have timely access to healthcare services. Moving forward into 2024, we remain steadfast in our commitment to further improving our services and ensuring that our patients receive the comprehensive care they deserve. I'm pleased to inform you that we have a GP and a nurse available at our branch surgery every weekday, Monday through Friday. These appointments are bookable, and I'd like to emphasise that some days have appointments that are not fully booked, so it's not impossible to secure an appointment
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Review titled Great practice
Rated 5 stars out of 5
by Janice Fentem - Posted on 05 April 2024
Dr was exceptional, reception team great, able to get appointment with no hassle / great practice . I always get appointment on the day I want no problems . If I need any other info I apply through the mail system and the response is quick and answered to my satisfaction .
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Thank you for your review 😊 I will pass the comments back to the team. Carolyn Deputy Practice Manager
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Review titled Very difficult to get through to see a doctor.
Rated 3 stars out of 5
by Miss Karen Ann Cooper - Posted on 06 April 2024
I last managed to get to see my doctor was back in March query my chest infection not getting any better. He gave me another course of antibiotics and if it was not improving at the weekend I have go to the a+e.
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Dear Miss Karen Ann Cooper, Thank you for sharing your experience with us. We apologise for the difficulty you encountered in trying to see a doctor and appreciate your patience during this challenging time. We understand the importance of timely access to medical care, especially when dealing with concerns like a persistent chest infection. It's concerning to hear that you experienced difficulty in getting through to see your doctor, and we apologise for any inconvenience this may have caused. We're glad to hear that you were able to see your doctor in March regarding your chest infection. It's essential to seek medical attention for persistent health issues, and we appreciate your proactive approach in addressing your concerns. Your doctor's decision to prescribe another course of antibiotics and advise visiting the A&E if your condition did not improve over the weekend demonstrates a commitment to your well-being and ensuring that you receive the appropriate care. We are continuously working to improve our appointment scheduling processes and accessibility to ensure that all our patients receive timely and comprehensive care. If you encounter any further difficulties in the future or have any concerns or questions, please don't hesitate to reach out to us.
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Review titled A better experience
Rated 3 stars out of 5
by Anonymous - Posted on 05 April 2024
Only having a appointment via letter sent to the practice. The GP who went through my symptoms in detail and explained in detail what was next e.g. dietitian.
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Dear valued patient, Thank you for sharing your positive experience with us. We're delighted to hear that you had a positive interaction with one of our GPs during your recent appointment. It's wonderful to know that the GP took the time to thoroughly discuss your symptoms and provide detailed explanations about the next steps in your care, such as a referral to a dietitian. Clear communication and guidance are crucial elements of quality healthcare, and we're pleased that you felt well-informed and supported during your visit.
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Review titled Shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 19 March 2024
My 79 year elderly mum is under Horizon Health Care Derby. She has comorbidity with several sever conditions the most recent cancer of right breast. She is predominantly housebound but can just about manage short distances with her frame. She has nurses attending for blood works and warfarin. The GP demanded she makes a face to face even though the same GP had spoken to her on phone yesterday. This can only be done by phoning from 8.00 am. Even though I live away I take on these for her and get up weekly. I called at 8.00 am and was constantly cut off, 37 times. But I had no choice but to prevail, I got through at 11.10 am to what I can only deem as a fairly hostile reception person who from her tone was was lacking in empathy and or care about her role for the people. Appointment given for today 19.3.24. I want them to know I’m putting this up. My mum made her away in a taxi at her expense because it was demanded. Using her frame in and out, struggling and impacting on her comorbidity and emotional well being. I will not go into the appointment as I may be seeking representation due to possible poor care. As she was leaving the GP said to her we mustn’t let the nurses know or they will no longer attend and you will have to come here weekly. Now remember all I have said, this was after they demanded she attend even though she explained there was no family around to push her chair so she would struggle. My mum a proud woman who is polite, educated, ran her own business for many a year snapped back that if her care had been better served maybe the cancer would have been picked up earlier. A shocking service. I myself find services across our country to be run by people like this and I am saddened by what was once a NHS to be proud of.
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Thank you for bringing your mother's recent experience to our attention. We understand your concerns and apologise for any distress or inconvenience she may have faced during her interactions with Horizon Healthcare, this was not our intention. We want to assure you that our primary goal is always to provide the best possible care for our patients, especially those with complex medical needs like your mother. While many consultations can be effectively conducted over the phone, there are instances where a face-to-face appointment is necessary to ensure a thorough assessment and appropriate care plan, such as for an abdominal examination. We apologise for any difficulties encountered in gaining the appointment and the challenges faced in reaching our practice by phone. We are continuously working to improve our appointment scheduling processes and accessibility to ensure that all our patients receive timely and comprehensive care. I can see that arrangements were made for your mother to prebook an appointment for the face to face appointment the following day, to allow her to organise support and transport for her visit. Additionally, we understand that an ultrasound was requested by the GP, which required your mother to attend the hospital. We appreciate her efforts in attending the appointment without issue. We take your feedback seriously and will use it to improve our services and better meet the needs of our patients. If there are any further concerns or if you would like to discuss this matter in more detail, please do not hesitate to reach out to us directly so that we can fully investigate your concerns. https://www.horizonhealthcare.nhs.uk/navigator/feedback/ Again we apologise for any shortcomings in our service delivery. We are committed to working with you to address your concerns and ensure that your mother receives the high-quality care she deserves.
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Review titled Needs a review of procedures
Rated 1 star out of 5
by Kelly - Posted on 05 April 2024
It is very difficult to get appointments. They have rolled out a new way of booking but the problems arise because you can’t make future appointments for routine reviews that require you to see a doctor, such as ordering a repeat prescription for HRT. Medications haven’t been issued and I have had to chase why they haven’t been sent to the pharmacy. MRI requests have been sent through to X-ray as routine when doctor has advised urgent during the appointment. Overall, lack of care of the patient outcomes and lack of knowledge (from not reading notes) during appointments take up time and cost money. If there was an alternative doctor in my area I would certainly change. Some reception staff are kind and thoughtful and some are just down right rude and ignorant. This surgery, needs better management and monitoring.
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Dear valued patient, Thank you for sharing your concerns with us. We appreciate your feedback, although I regret that due to the anonymous nature of your review, I am unable to fully investigate the issues you've raised. Firstly, I want to clarify that we have not rolled out a new way of booking appointments as mentioned in your review. However, I understand the frustration you may have experienced in trying to make appointments. Regarding your difficulty in making future appointments for routine reviews, such as ordering a repeat prescription for HRT, please note that certain medications like HRT, often require additional assessments such as blood pressure checks with a nurse and then medication reviews with a pharmacist. These appointments are prebookable and appointments are always available within 14 days. These steps are essential to ensure the safety and efficacy of your treatment. I apologise for any inconvenience you may have experienced with medications not being issued and having to chase them up with the pharmacy. We strive to provide efficient prescription services. Regarding your MRI request being sent through to X-ray as routine instead of urgent, I apologise for any confusion or miscommunication. We aim to prioritise urgent requests appropriately, but without being able to investigate fully I cannot comment on what has happened in your case. I understand your frustration with the perceived lack of care and knowledge during appointments, as well as the varying attitudes among our reception staff. We take such concerns seriously and are committed to providing compassionate care and continuous improvement. If you feel that your concerns require further investigation, I encourage you to provide additional details through our feedback portal at https://www.horizonhealthcare.nhs.uk/navigator/feedback/. We are here to address your concerns and improve our services.
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Review titled Excellent experience
Rated 5 stars out of 5
by Adam Booker - Posted on 05 April 2024
I've seen the same GP twice in the last year, in bit instances securing an appointment was no problem, the reception staff were helpful and the GP was professional, concise and genuinely helped me. I'm extremely grateful
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Thank you for your review. I will pass your comments on to all staff at the surgery 😊 Carolyn Deputy Practice Manager
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Review titled average
Rated 2 stars out of 5
by Richard Turnbull-Knight - Posted on 05 April 2024
contacting the practice by phone is laboured. it normally take in excess of 100 redials just to get the chance of the dial back. Once through it is difficult to get an appointment to see a GP without going through seeing a nurse. Ability to make appointments, not on the day is poor and does not allow for making arrangements with employers to take time out of work.
Visited March 2024
Review titled Horizon Healthcare
Replied on 08 April 2024
Dear Richard Turnbull-Knight, Thank you for taking the time to share your feedback with us. We appreciate your input and would like to address the concerns you've raised regarding contacting our practice and scheduling appointments. We sincerely apologise for any frustration you may have experienced in trying to reach us by phone. We understand that waiting on hold or experiencing difficulty getting through can be frustrating. We are continuously working to increase staff and improve our phone systems and processes to make it easier for patients to reach us. Regarding your concern about difficulty getting an appointment to see a GP without going through seeing a nurse first, I want to assure you that we never require patients to see a nurse before seeing a GP. Our patient coordinators are trained to conduct non-clinical triage to determine the most appropriate clinician for your needs. For acute issues, patients may be booked in with a paramedic or an advanced nurse practitioner who is fully capable of diagnosing and treating most acute problems. For ongoing issues, patients will be booked in with a GP. We prioritise providing timely and appropriate care based on the nature of your medical concern. Additionally, we do offer pre-booked appointments for patients whose conditions require ongoing follow-up. These appointments are scheduled at the discretion of the clinician based on the patient's needs and the severity of their condition. Your feedback is invaluable to us as we strive to improve our services and ensure that all our patients receive the highest quality of care. If there are any further concerns or suggestions you would like to share, please don't hesitate to reach out to us directly. Thank you for bringing these issues to our attention, and we appreciate the opportunity to address them.