Heathfield Surgery

I telephoned the surgery to get some clarity on Flu & Covid vaccines as their website information was confusing/conflicting. Very efficiently dealt with. I avoided peak times for calls, was third in the queue and my call was answered really quickly.

I tried to get an appointment for my husband on four separate occasions. Each time waiting over 15 minutes as the queue worked down. On the fourth day I rang at 30 seconds to 8a,m, and it was still on the out of hours system (understandable) I immediately cancelled and dialed again (08:00 + 15 seconds) to be number 28 in the queue!!! How is this possible? as they do not have 28 lines and there simple wasn't time for all those calls to be registered. I eventually got through to be told all appointments had gone for the day and to ring at 08:00 tomorrow. I explained what I ha experienced and the Receptionist suggested she would book the next available appointment for the GP we needed to speak to. as I had experienced so many problems and it was important that the GP spoke to my husband about results and ongoing investigations. A reasonable result in the end but so frustrating and time consuming and worrying.

Took a while to get through which I understand; when I did, the reception staff were friendly and helpful; got an appointment by phone.

You hold on for 45 mins to find all appointments for that day had gone, I was 28th in the queue surely there are more than 28 appointments in a day. I suggested they should change the phone message to let people know the appointments have gone for the day so we don’t waste our time. The reason I wanted to see the doctor was something that would eventually need to look at ie a skin issue so surely I would be using 2 appointments one on the phone and then one face to face this just seems a ridiculous waste of an appointment

My husband became poorly in the start of the first lockdown. We called the surgery every other day. In the end we end up in a&e 3 times and during this time he never saw a gp. The hospital was amazed that he was not seen and sent a letter printing for a emergency referral which was actioned but it took a er dr to do it! He is still poorly and now being referred to a second specialist we are 12 months down the line which all could have been resolved a lot quicker could he have been seen straight away. Major lack of duty of Care.

Queued up, temp checked, paperwork checked, queued again, had informative chat be the Dr, had jab, waited in waiting room for 15mins then went home. All ran very smoothly. Congratulations to all involved.

From our limited experience. Good doctors with all other staff ( nurses and receptionists ) being very competent and helpful. Recently attended a flu cliinic was was run to a very high standard with no mingling of patients. More than adequately staffed and in and out within 2 minutes. Pharmacy very efficient and like other services run by very helpful , friendly people. Well done.

My son over the years has been very poorly. The surgery has always been fantastic . My son had several operations Over the years. Which the surgery made possible through referring my son .

Phone booking service unacceptable and inadequate. Unable to get through at any time due to unacceptable long delays in answering the phones – sometimes upto 90 minutes. Flu booking hotline also not working – always busy and cuts off. Impossible to get an appointment even when calling at 8am as all appointments taken once the phone finally gets answered. When finally managed to get a telephone appointment with doctor, doctor belittled the issues despite being told they were serious and ongoing, and said to call back in 10 days. Subsequently changed surgery completely.

45 minutes to get call answered and the told I have to wait 10 says to get a call from a nurse...I hope I’m not really I’ll