I- Heart Barnsley - Barnsley Healthcare Federation
Woodland Drive, Barnsley, South Yorkshire, S70 6QWContact details and opening times
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Reviews
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Review titled Awful "Service" unfit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2024
Cannot get through on the telephone whatsoever, no matter what time of day on the weekend and out of hours. Totally unfit for purpose as it stands and needs a complete overhaul. One word to sum it up: Disgraceful.
Visited June 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 24 June 2024
Dear Patient, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Chief Operating Officer so we can review any changes that need to be made to our telephone system. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF95. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Excellent service
Rated 5 stars out of 5
by Martin - Posted on 02 June 2024
I was seen very quickly and i came out of the GP surgery within 10 minutes of me turning up for my appointment with everything I needed. I went for an inhailor on a Sunday and was pleasantly suprised how quickly I was delt with. I Would highly recommend iHeart..
Visited June 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 03 June 2024
Dear Martin, Thank you for your recent feedback regarding i-Heart365. I am very happy to hear the positive feedback you have provided for our i-Heart365 service and that the staff managed to help you with your health concern. I will ensure that your feedback is shared with the team. If you would like to provide any further details or discuss your compliment further, please do not hesitate to contact me and provide reference number BHF93. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN
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Review titled Not happy with this practice
Rated 2 stars out of 5
by Mr Chris Sealey - Posted on 24 May 2024
Started calling Brierley medical centre at 8am 24/5/24, took 72 attempts to finally get to speak with a receptionist at 8.25, phone constantly cutting off 30 seconds into a call. Finally get to speak to a receptionist, go through all my symptoms, to be directed to an on line triage portal, where I have to then write in detail my symptoms. This day is my only day off from work, the surgery only opens Monday to Friday, and at 16.45, am still awaiting a doctor contacting me, or an appointment suddenly ( though very very unlikely)being made available, that I can’t make, due to working away from home all week,so looks like I’m heading to A&E to see someone, as an appointment any other day but today is not possible. This has to be 1 of the worse practices to get an appointment to see a doctor, even ringing them to book 1 knowing when you have a day off, your told, we only have limited appointments, and you have to ring at 8am. Can see why A&E are inundated, makes me feel like becoming unemployed, as then I’d be able to ring anytime Monday to Friday for an appointment, what with the practice not opening on Saturdays to provide working folks the opportunity of seeing a doctor. Not expecting anything to change with this practice, or anything to happen with this complaint.
Visited May 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 28 May 2024
Dear Mr Chris Sealey, Thank you for your feedback. I am sorry to hear of the concerns you have raised regarding struggling to getting an appointment at BHF Brierley. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve patient experience therefore I would like to thank you for raising your concerns. I have passed your concerns onto the Practice Senior at BHF Brierley and have asked that she contact you to offer some assistance regarding the options we have at BHF Brierley for getting an appointment, this will hopefully mean that you find this easier in the future. If you should have any further concerns or wish to discuss this further, please do not hesitate to contact bhf.patientfeedback@nhs.net quoting reference number BHF91. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net
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Review titled Great service
Rated 5 stars out of 5
by Sandra - Posted on 26 May 2024
Absolutely brilliant. Deal with promptly and efficiently. There is a huge gulf between the ineffective service provided by 111 and the practical and common sense approach delivered by iheart. Cannot praise them enough
Visited May 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 28 May 2024
Dear Sandra, Thank you for your recent feedback regarding i-Heart365. I am very happy to hear the positive feedback you have provided for our i-Heart365 service and am happy to hear that the staff are prompt and efficient. I will ensure that your feedback is shared with the team. If you would like to provide any further details or discuss your compliment further, please do not hesitate to contact me and provide reference number BHF92. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN
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Review titled Abysmal
Rated 1 star out of 5
by Liam - Posted on 02 April 2024
I tried to call my GP on the morning of 2nd April, told no appointments and that I should call iHeart. I rang iHeart at 4pm on the second and continued to call a further 243 times within an hour. All I got was the same message “unfortunately all of our operators are busy”. No queueing, just hangs up. I would appreciate someone advise me how I’m supposed to see a doctor if I can’t do this through my GP or by out of hours? Do I just wait until I get so bad I’m calling 999 for an ambulance? Seems like it.
Visited April 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 05 April 2024
Thank you for your feedback Liam, Apologies we have had some phone line disruption which has been out of our control. We apologise for any inconvenience that this may have caused. You can contact the 111 service who will be able to navigate you to local GP services, if this happens again. Your feedback has been shared. BHF Patient Feedback
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Review titled Appalling
Rated 1 star out of 5
by Garry - Posted on 28 January 2024
Started ringing just before 8 Continued ringing 8am until 9:30am No answer at all just kept going through the options it's like the lines are just open but not being answer I appreciate thus service is covering the whole of barnsley but I think the system req looking at Ridiculous
Visited January 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 30 January 2024
Dear Garry, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Operations Manager so we can review any changes that need to be made to our telephone system. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF85. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Apalling
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
I was told today by a pharmacist to see someone as I have severe pain behind my ear. I could not get in at my Doctors so was told to phone I heart. In total I phoned 64 times , 1st time I got through in queue number 4 after a long time phone went dead. Got through again queue number 2 down to number 1 , phone went dead again. Phoned them straight back it was closed . How can you be in a queue twice for the phone to go dead!!!! So frustrating. No wonder A & E get so busy. Can't get a doctors appointment and can't get through to out of hours doctors, appalling service
Visited January 2024
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 25 January 2024
Dear patient, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high. We have recently moved to a new telephone system which only lets a set amount of people queue. This is due to us getting complaints that patients had waited in a queue for a long period of time to then be told there was no appointments available when they spoke to an advisor. We are however sorry to hear that your telephone calls cut off. We aim to offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Operations Manager so we can review if further changes need to be made to our telephone system. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF84. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Appalling
Rated 1 star out of 5
by Vicky - Posted on 11 March 2024
Was on the phone from 8am till 9.30am both Saturday and Sunday with no answer and today 11.03.2024 been on the phone from 4pm till 6pm rang a total of 264 times...I got down to caller number 2 and then I got cut of...I thought this was a way to help the hospital try and cut down number of patients that needed a doctor out of hours...
Visited December 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 12 March 2024
Dear Vicky, Thank you for your recent feedback. I am sorry to hear that you struggled to get through to our i-Heart 365 service. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high, we can confirm that all appointments were utilised on the days you called and no problems have been raised by our staff regarding the telephone system. All feedback is taken very seriously as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns, I will ensure these are passed onto the Operations Manager so we can review any changes that need to be made to our telephone system particularly around you being cut off, we appreciate this will have been very frustrating. I do hope that your experience does not put you off using the i-Heart365 service moving forwards. Should you wish us to look into your concerns further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF86. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. BHF Priory Centre, Pontefract Road, Barnsley S71 5PN bhf.patientfeedback@nhs.net 01226 729896
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Review titled Waste of time
Rated 1 star out of 5
by Peter Bainbridge - Posted on 26 September 2023
Took me 84 times to get through on phone to be told no appointments so could only get phone call appointment waited upto 21.47 nothing so had to rush to toilet soon as got down stairs they had phone can't be on toilet and answer the phone never got another call
Visited September 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 27 September 2023
Dear Mr Bainbridge, Thank you for your recent feedback regarding i-Heart365. I am sorry to hear of the concerns you have raised regarding the long wait time to get through on the telephone and then missing your telephone appointment. I can confirm that our staff members at i-Heart365 do try to offer the best patient care and try to speak to as many patients as possible, unfortunately as we cover all of Barnsley telephone lines can often be busy and appointments often go quick. I can confirm from a review of your patient record that the clinician did try to contact you at 21:33, 21:35 both with no response and then at 21.43 where the call went straight to voicemail. I hope from this you can understand that we did try to contact you on several occasions. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve patient experience therefore I appreciate you bring this to our attention. If you have any further queries please do not hesitate to contact us quoting reference number BHF82 so we can get some further details to be able to look into the concerns raised further. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
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Review titled Not helpful
Rated 2 stars out of 5
by Anonymous - Posted on 16 July 2023
Tried 64 times to get through, just automated message saying operaters are busy. Finally got through and the staff on phone are really helpful and nice. Went to Chapelfield and the staff at the reception are all nice and helpful. Unfortunately the Dr was rude and miserable and not helpful at all. I was in and out in 30 seconds, didn't even look properly in my throat. Feel like I'm swallowing razors and been suffering dizziness and earache for over a month. Just told its a virus and that's it. Made to feel like I'd wasted his time. Back to my own gp I go, won't use this service again.
Visited July 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 18 July 2023
Dear Patient, Thank you for your recent feedback regarding i-Heart365. I am very pleased to hear of your positive experience with the administrative staff but I am sorry to hear of the concerns you have raised about the GP. Our staff at i-Heart365 strive to offer the best patient care therefore we are upset to hear that this has not being your experience from using our service. I would like to provide you reassurance that all feedback is taken seriously and enables us to learn and improve the patient experience therefore I appreciate you bring this to our attention. It would therefore be greatly appreciated if you could please contact us quoting reference number BHF81 so we can get some further details to be able to look into the concerns raised further. Please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
Information supplied by Barnsley Healthcare Federation CIC