I- Heart Barnsley - Barnsley Healthcare Federation
Woodland Drive, Barnsley, South Yorkshire, S70 6QWContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about I- Heart Barnsley - Barnsley Healthcare Federation.
Reviews
-
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
-
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
-
Review titled Quick response but…………
Rated 3 stars out of 5
by Anonymous - Posted on 18 May 2023
My normal GP was closed for training and advised to call I-Heart. I called and more or less got through to someone, I was advised they would send through a request for my GP to call me the next day, which seemed a bit strange. I got a message to call my doctor in which I did to be told they had received a letter from I-Heart to book an appointment for 4-6 weeks time with my GP in which I have done, but now sat wondering why 4-6 weeks? I would be better trying to call my GP directly and get an appointment sooner. Have used the service in the past and never had an issue, I just find 4-6 weeks a very long time to have to wait so long to have a telephone appointment
Visited May 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 22 May 2023
Dear Patient, Thank you for your recent feedback regarding i-Heart365. I am sorry to hear of the concerns you have raised regarding being advised to contact your GP in 4-6 weeks, in order to look into this further and determine why that advice was given we would need to review your patient record and query this with the clinician. 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. It would therefore be greatly appreciated if you could please contact us quoting reference number BHF80 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
-
Review titled rubbish system
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2023
Rang iheart barnsley to be told to contact my GP tomorrow what a waste of tax payers money rang my GP today to be told close at lunch time as they are having a meeting open again in the morning waste of time the lot of them
Visited May 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 19 May 2023
Dear Patient, Thank you for your recent feedback regarding i-Heart365. I am sorry to hear of the concerns you have raised regarding being advised to contact your GP and then not being able to get an appointment. I can confirm that our staff members at i-Heart365 do try to offer the best patient care. 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. It would therefore be greatly appreciated if you could please contact us quoting reference number BHF79 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
-
Review titled Terrible phone service
Rated 1 star out of 5
by Melanie Morley - Posted on 04 April 2024
Started calling at 5.27, took me 41 attempts to get into the queue. Once I was in, I was at position 3. Jumped to position 1 and then after being on the call for 18 mins and 16 seconds I was cut off. Called again immediately. Started at position 3 in the queue. Got to position 1. This took us past the 6pm close. And the call was answered after 17mins and 41 seconds to then be answered and immediately disconnected. No wonder A&E are over run. Diabolical service from Iheart Barnsley.
Visited April 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 05 April 2024
Dear Melanie Thank you for your feedback, unfortunately we have had some issues with our telephone lines which has caused some disruption, which was beyond our control. We have passed the feedback on and we apologise for any inconvenience this may have caused. Patient Feedback Team BHF
-
Review titled Great Service, Very Impressed
Rated 5 stars out of 5
by Bridget - Posted on 25 March 2023
I contacted 111 via the GP callback service on a Saturday morning. My call was returned in less than 30 mins and I was offered an appointment at iHeart the same day. I was greeted by great staff, saw a brilliant doctor and managed to collect my prescription only 3 hours after my initial call to 111. The service is absolutely fantastic. Thank you to everyone involved.
Visited March 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 27 March 2023
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am very happy to hear the positive feedback you have provided and am glad to hear that you were seen quickly and managed to obtain a prescription in a timely manner. I am also very glad to hear how great the staff treated you. I can confirm that this feedback has been shared with our Senior Management Team and will be shared with the staff members also. If you would like to discuss this further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF77. All feedback is taken very seriously by BHF as it enables us to learn and improve patient experience by sharing peoples experiences therefore, I appreciate you taking the time to share this positive feedback. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE
-
Review titled Useless
Rated 1 star out of 5
by J Ryan - Posted on 24 February 2023
No queue system when all operators are busy, just basically tells you to go away and ring 111. Atleast a queue system would allow everyone ringing to eventually speak to someone and then it’s up to the patient to hang up. I thought instead I’d go in in person to speak to a receptionist to get an appointment since phoning is a waste of time. When I got there I was told you can only get appointment over the phone of which point I explained that the phone lines are too busy hence visiting in person to get an appointment. That was basically met with a shrug and a ‘computer says no’ reply.
Visited February 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 27 February 2023
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. 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. Due the i-Heart 365 service appointments being offered in multiple locations and available for all Barnsley residents we therefore do not have a reception that patients can book appointments through and this is unfortunately why appointments can only be offered by telephone. 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. This is therefore why the telephone message now advises the lines are busy and to try and call back once a set amount of people are already in the queue. 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 by BHF as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and that this email has provided you some reassurance that your feedback has been taken seriously and we will continue to monitor our telephone system to see if we can make any further improvements. 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 BHF76. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net 01226 729896
-
Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 03 February 2023
I rang this number and was told we are busy and no one available so you need to hang up and call a different dept.This has happened several times so what is the point of having a call line when all it says is we are busy and cuts you off.Surely common sense says there should be a queueing system in place then it is up to the caller to decide whether they want to wait or hang up.
Visited February 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 06 February 2023
February 2023 Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. 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. This is therefore why the telephone message now advises the lines are busy and to try and call back. 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 by BHF as it enables us to learn and improve patient experience by sharing people’s experiences, thank you for raising your concerns. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and that this email has provided you some reassurance that your feedback has been taken seriously and we will continue to monitor our telephone system to see if we can make any further improvements. 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 BHF73. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE bhf.patientfeedback@nhs.net
-
Review titled Fast and efficient
Rated 5 stars out of 5
by Amanda Saunders - Posted on 20 January 2023
Took a few attempts to get through on the phone but once I was through my soon was given an appointment for later that day, seen fast once there and a perscription sent straight to the pharmacy, the doctor was great with my son and my partner received a call from them very fast regarding similar symptoms, sent photos and called back in minutes to update. First time we've used the service and happy to use it if needed in the future.
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 23 January 2023
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am very happy to hear the positive feedback you have provided and am glad to hear that you were seen quickly, and a prescription sent straight to the pharmacy. I am also very glad to hear how your son and husband were treated by our clinicians. I can confirm that this feedback has been shared with our Senior Management Team and will be shared with the staff members also. If you would like to discuss this further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF71. All feedback is taken very seriously by BHF as it enables us to learn and improve patient experience by sharing peoples experiences therefore, I appreciate you taking the time to share this positive feedback. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE
-
Review titled Difficult to get through but perseverance is key.
Rated 4 stars out of 5
by Anonymous - Posted on 24 January 2023
I’ll be honest it took well over an hour to get through which was very disheartening but I persevered and finally got to 5th in the queue. The person I initially spoke to was extremely helpful and offered me an appointment time of 10pm but said to listen out for my phone as the surgery could possibly ring me with an earlier time. 10 minutes later and my appointment was brought forward and hour and a half which was great because it was for a young child. We arrived a little bit early for our appointment, but weren’t waiting that much longer after our appointment time. Maybe 5 minutes…. The doctor we saw was very accommodating to my ever so intrigued child. Long story short - although it can be a pain to get through if like me you can not go to an appointment in regular hours it is a fantastic alternative. I’ve used it on a few occasions now and as of yet have not come across a medical professional that hasn’t met the needs required accordingly.
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 25 January 2023
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am very happy to hear the positive feedback you have provided regarding our clinicians. I would also like to take this opportunity to thank you for your perseverance on the telephone line to get an appointment. Whilst we do try to make contacting i-Heart the best patient experience possible due to our service being for all Barnsley patients our telephone lines are often busy. This is something that we do regularly review to see if we can make any changes to improve the experience therefore your feedback is welcomed. I can confirm that this feedback has been shared with our Senior Management Team and will be shared with the staff members also. If you would like to discuss this further please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF72. All feedback is taken very seriously by BHF as it enables us to learn and improve patient experience by sharing peoples experiences therefore, I appreciate you taking the time to share this positive feedback. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE
Information supplied by Barnsley Healthcare Federation CIC