The Heron Medical Practice - Ratings and reviews
Reviews
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Review titled Great nurse practitioner
Rated 2 stars out of 5
by Sara Evans - Posted on 11 December 2023
I saw a lovely nurse practitioner last month . I was in so much pain with my head , ears, jaw , throat. She gave me some exercises to do and a print of . They really helped. Rather than taking more pills. She was very thorough and patient with me. I was really impressed. I am still using the exercises now. When the pain comes back. Thankyou.
Visited November 2023
Review titled The Heron Medical Practice
Replied on 13 December 2023
Dear Sara, Thank you for your lovely review, its nice to get positive feedback it gives everyone a well deserved boost. We have passed this on to our Nurse Practitioner.
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Review titled Unhelpful Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2023
I visited the surgery having had an appointment booked for me a month ago by the surgery via Sms. I thought the appointment was for 8:00am because the only communication I had, had from the surgery was a month ago, so had put it in my diary at the time. The surgery had not sent me a reminder so when I turned up half hour early was told that I had the wrong time. I asked if I could reschedule and was told that was not possible. As I had my child with me who I had to take to school, I explained I could not wait as my child would be late for school. The receptionist said that I could not reschedule and that was that. I therefore had no appointment. I suggest that the surgery should: 1. Remind patients, especially on appointments booked so far in advance. 2. If the surgery is booking an appointment for a patient, they should send a letter, not just an sms one time. 3. Receptionists should be trained to accommodate patients rather than just say no.
Visited September 2023
Review titled The Heron Medical Practice
Replied on 08 December 2023
Dear patient, Thank you for your feedback. My name is Helen Sutton I am the Business Manager. I am sorry that you are not happy over this issue, it is so frustrating when this happens. I cannot look into exactly what happened as I don't have any details, but would be happy to try and investigate further should you wish. We do not always send letters now, in fact we try not to if we can send it electronically, but I agree with you a reminder text (which are normally set up automatically) would have prevented this from happening. If you do wish to discuss this further please call me at the surgery. Yours faithfully Helen Sutton
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Review titled Very positive physio app today
Rated 3 stars out of 5
by Anonymous - Posted on 16 August 2023
I would like to thank the in House physio gentleman today. He was very helpful, friendly and knowledgeable. He gave me information i had not been given from anyone else. This was extremely helpful to me going forward. I am grateful . Thankyou.
Visited August 2023
Review titled The Heron Medical Practice
Replied on 08 December 2023
Thank you, it always lovely to hear from our patients that things have gone well. I will pass on your comments to the team
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Review titled Stressful
Rated 3 stars out of 5
by Anonymous - Posted on 25 July 2023
I have used different surgeries within the same group. My experience has been mixed. The doctors are always polite and tend to do a good job. However, some (not all of the reception staff) tend to treat patients like second class citizens. In my experience two of the staff that are responsible for blood tests have either been rude or unhelpful. This contrasts to the experience we have had at our local dentists, where the whole team treat all patients with respect and dignity. We have discussed this with others who agree that certain NHS staff are rude to patients because they don't look at them as clients (because the patients are paying for the service indirectly through their National Insurance contributions) whereas at dental surgeries, some of the work is private so the staff are more conscious of how they treat clients because they are actually receiving money at the time of the appointment. The "attitude" of staff could be changed through training and recruitment. i.e. recruiting people like supermarkets and cafes do using psychometric testing which would hopefully weed out some of the people who are not suitable to be dealing with elderly and vulnerable people who should be afforded the same respect as everyone else. Training could be linked to performance i.e. if a member of staff consistently got patients complaining about them, they should be offered training. If after training they were still found unsuitable, they should be moved out of the role to protect patients.
Visited July 2023
Review titled The Heron Medical Practice
Replied on 26 July 2023
Dear Patient, Thank you for your feedback. My name is Helen Sutton and I am the Business Manager. I am sorry that you have experienced a poor experience from your visits to the practice. You say that you have experienced rudeness from 2 of the staff responsible for blood tests. We have just had a turn around of staff in that area. We pride ourselves on being exemplary in every part of our service and if we have fallen short of that then please accept my apologies. Thank you for you suggestions using psychometric testing its certainly something to consider. We do use probation incredibly well and if staff do not meet our values then they do not pass probation. One of our values is to put patients at the heart of everything we do. I hope that the next time you visit the surgery you have a more positive experience. If you want to contact me directly then please email kmicb.pmheron@nhs.net and I will be happy to help. Also we produce a You said, we did monthly report available on our website www.heronmedicalpractice.nhs.uk. Yours faithfully, Helen Sutton
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Review titled Helpful considerate staff
Rated 5 stars out of 5
by Anonymous - Posted on 13 June 2023
I called the surgery on Friday 9th June to try and get antibiotics. The receptionist went out of her way to help. I also done an e-consult on Sunday and I was kept informed with timescales and it was all sorted by Tuesday morning. Well done.
Visited June 2023
Review titled The Heron Medical Practice
Replied on 26 July 2023
Dear Patient, Thank you for your feedback. Its always good to receive and share with the team. Thank you Helen Sutton Business Manager
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Review titled Exemplary service
Rated 4 stars out of 5
by Caroline Clark - Posted on 29 June 2023
I attended today for an ultrasound examination. The ultrasonographers were friendly, courteous efficient and very knowledgeable. An extremely professional and compassionate team. Please pass on this review. Thank you
Visited June 2023
Review titled The Heron Medical Practice
Replied on 26 July 2023
Dear Caroline, Thank you for your feedback. Its always good to receive and share with the team. Thank you Helen Sutton Business Manager
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Review titled Incredible GP surgery
Rated 5 stars out of 5
by Anonymous - Posted on 09 May 2023
Cannot speak highly enough of the Heron Medical Practice. Currently undergoing a range of diagnostic tests for an ongoing concern and the care has been exemplary. From the compassionate receptionists, advanced nurse practitioners and GPs, everyone has been caring, quick to react, informative and have listened to my concerns. I don’t have answers yet but have been blown away by the high level of care. At a time when GP services continue to come under scrutiny, I could not feel more relieved to be a patient at such an exemplary surgery. Thank you.
Visited May 2023
Review titled The Heron Medical Practice
Replied on 26 July 2023
Dear Patient, Thank you for your feedback. Its always good to receive and share with the team. Thank you Helen Sutton Business Manager
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Review titled Excellent Service
Rated 5 stars out of 5
by Sue - Posted on 18 April 2023
I was given medication after surgery. It made me feel very unwell. I called the surgery and got a same day face to face appointment. It was discovered that the hospital has given me more than double the recommended dose for the medication in error. This was reported and I was given the correct dose. The person I saw was very thorough and reassuring. I feel so much better.
Visited March 2023
Review titled The Heron Medical Practice
Replied on 26 July 2023
Dear Sue, Thank you for your feedback. Its always good to receive and share with the team. Thank you Helen Sutton Business Manager
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Review titled Fantastic Practice
Rated 5 stars out of 5
by Anonymous - Posted on 16 March 2023
Care is second to none, they work really hard on improving their systems and services. You can always get an appointment if its needed. Lovely doctors and staff
Visited March 2023
Review titled The Heron Medical Practice
Replied on 26 July 2023
Dear Patient, Thank you for your feedback. Its always good to receive and share with the team. Thank you Helen Sutton Business Manager