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 Time keeping
Rated 2 stars out of 5
by Anonymous - Posted on 15 January 2023
We had an appointment at 0900, for me lateness is only acceptable in very small number of circumstances. When we have an appointment at 0900 I expect to be seen at 0900, unless previous appointments have overrun for some unavoidable reason. What I don't expect, is to have an appointment at 0900 and the Doctor walk into the surgery at 0906 carrying a McDonalds coffee. Is there any wonder the NHS is always delayed if people are not on time for work?
Visited January 2023
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 16 January 2023
Dear Patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear the concern you have raised regarding the clinician arriving late to the surgery meaning that your appointment was delayed. All feedback is taken seriously and enables us to learn and improve patient experience therefore I appreciate you brining this to our attention and would be grateful if you could please provide us some more information so this can be raised with the clinician accordingly. Please do not hesitate to contact me on either bhf.patientfeedback@nhs.net or 01226 729896 quoting reference number BHF70. 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 Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Called over 200 times from 16.00 to 17.20 and recieved the same automated message stating they were busy. At 17.20 the message changed claiming it was now closed (it was supposed to be open until 18.00) dreadful service. Can't believe the pharmacy can't deal with normal every day issues.
Visited December 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 21 December 2022
Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear of the concerns you have raised. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high and has been even higher currently due to system wide winter pressures. We want to support as many people as possible, however due to the volume of calls we receive people will need to queue for one of our operators and due to the popularity of the service we do on occasion we do run out of appointments. To try and improve this we have all telephone lines fully staffed and do try to answer everyone’s calls as soon as possible, we aim to offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. We have also recently installed a new telephone system; this now enables us to have a better queuing system and provides advice on what to do in the event we are unable to take your call. 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 feedback and will ensure that this feedback is raised to the Senior Management Team accordingly to see if we can do anything further to improve the telephone lines. 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. If you would like to discuss this further, please do not hesitate to contact me.
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Review titled Waste of time
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2022
On 2 diffrent occasions I have attempted to phone for a appoinment after over 30 calls each time om both occasions i haven't been able to get onto the phone line and just been constanstly put through to the automated message stating that all the phones are busy and to call 111, very unhelpful.
Visited December 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 20 December 2022
Good morning, Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear of the concerns you have raised. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high and has been even higher currently due to Strep A and winter pressures, it can therefore take some time to get through for an appointment as well as appointments often going quickly. To try and improve this we have all telephone lines fully staffed and do try to answer everyone’s calls as soon as possible, we do try and offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. We have also just installed a new telephone system following patient feedback regarding them having trouble contacting the service. The feedback received was that due to the old telephone system having telephone lines which enabled people to wait on the line this meant that lots of people were waiting on the lines when the appointments had already gone and it was frustrating to patients to have waited so long to then be told all appointments had gone. We also had patients who were frustrated that they hadn’t been able to get to a queuing system at all and believed because of this we were not answering phone calls. To try and make the patient experience better we therefore changed the telephone lines to include the message about the telephone lines being busy and to try and call back to try and make our telephone system more fair for more people to contact and try to get an appointment whilst also attempting to reduce the wait time should all the appointments go before the telephone lines close. 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 feedback and will ensure that this feedback is raised to the Senior Management Team accordingly to see if we can do anything further to improve the telephone lines. 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. If you would like to discuss this further please do not hesitate to contact me.
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Review titled Poor Services
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2022
Tried to phone now over 38 times since 8:10am Not connecting and just saying automated call 111. Poor service, when used before i was put into a que which was much easier. No help whatsoever and noe their closed. Waste of time.
Visited December 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 19 December 2022
Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear of the concerns you have raised. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high and has been even higher currently due to Strep A and winter pressures, it can therefore take some time to get through for an appointment as well as appointments often going quickly. To try and improve this we have all telephone lines fully staffed and do try to answer everyone’s calls as soon as possible, we do try and offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. We have also just installed a new telephone system following patient feedback regarding them having trouble contacting the service. The feedback received was that due to the old telephone system having telephone lines which enabled people to wait on the line this meant that lots of people were waiting on the lines when the appointments had already gone and it was frustrating to patients to have waited so long to then be told all appointments had gone. We also had patients who were frustrated that they hadn’t been able to get to a queuing system at all and believed because of this we were not answering phone calls. To try and make the patient experience better we therefore changed the telephone lines to include the message about the telephone lines being busy and to try and call back to try and make our telephone system more fair for more people to contact and try to get an appointment whilst also attempting to reduce the wait time should all the appointments go before the telephone lines close. 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 feedback and will ensure that this feedback is raised to the Senior Management Team accordingly to see if we can do anything further to improve the telephone lines. 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.
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Review titled What do I have to do to get an appointment?
Rated 3 stars out of 5
by Julie Noton - Posted on 26 November 2022
On Friday morning I contacted my GP, but they had no appointments and told me I should contact IHeart later in the day. I could not get through to IHeart on Friday but on Saturday morning I rang at 09:08hr and was fourth in the queue. By 09:28hr I was first in the queue and feeling optimistic. Soon after that my call was, without explanation, cut off. Waste of time.
Visited November 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 28 November 2022
Good afternoon, Thank you for your recent feedback regarding our i-Heart 365 service. I am sorry to hear that the call line cut you off after 20 minutes. Unfortunately, as I am sure you can appreciate, due to the service covering all Barnsley residents the demand on the service is high and it can take some time to get through for an appointment as well as appointments often going quickly. To try and improve this we have all telephone lines fully staffed and do try to answer everyone’s calls as soon as possible, we do try and offer as many people as possible a same day appointment, and these appointments are currently being fully utilised. We have just installed a new telephone system therefore I have passed your concerns onto the Senior Management Team to see if we can improve this accordingly. 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. 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 BHF62. 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
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Review titled Excellent Service
Rated 5 stars out of 5
by Jonathan Hoyle - Posted on 06 September 2022
Made the call at 4pm, in a queue of 7 but answered in less than 15 minutes and given an appointment later that evening. Met at the surgery by a very friendly, cheerful yet professional clerk. Shown to a consulting room and told the Dr would be there shortly. Maybe 5 minutes later i was being seen by a really pleasant gentleman who listened, examined and prescribed a treatment. I could not fault the service I received. Thank you very much
Visited September 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 07 September 2022
Dear Jonathan, 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 the GP and clerk were really pleasant and helpful. 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 BHF58. 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
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Review titled Unable to connect to a call
Rated 2 stars out of 5
by Michael.C - Posted on 14 September 2022
Tried to call for an appointment after 1600 and constantly the calls fail to connect and we are hung up. This happened for 15 minutes and still ongoing.
Visited September 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 22 September 2022
Dear patient, Thank you for your recent feedback regarding our i-Heart 365 service. I am very sorry to hear that you tried to call for an appointment after 4pm and the call was failing to connect. We have just installed a new telephone system therefore I have passed your concerns onto the Senior Management Team as part of our review of the implementation of the telephone system. I do hope that your experience does not put you off using the i-Heart365 service moving forwards and hope you have managed to speak to a clinician regarding your health concern. 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 BHF60. 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
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Review titled Great service
Rated 5 stars out of 5
by Samantha Thornton - Posted on 14 August 2022
I have been referred urgently by my normal doctor to a specialised clinic - that is not until October. I’ve been crying in pain for nights on end and can’t get into my doctors. I rang I heart an hour after they opened. Got through and got a call back exactly when the lovely receptionist said I would. The doctor I spoke to on the phone was very sympathetic and understood my pain. The doctor I saw on the same day listened to me and checked me over thoroughly and talked through my medication options with me at length. Massive credit to this service. Even the receptionist was very nice and empathetic. Thank you so much for listening and understanding and treating me accordingly.
Visited August 2022
Review titled I- Heart Barnsley - Barnsley Healthcare Federation
Replied on 17 August 2022
Dear Samantha, Thank you for your recent feedback regarding i-Heart365. I am very happy to hear the positive feedback you have provided and am glad to hear that the GP and receptionist both managed to help you. I can confirm that this feedback has been shared with our Senior Management Team and will be shared with the staff members who worked at i-Heart365 that day. All feedback is taken seriously and enables us to learn and improve patient experience by sharing peoples experiences therefore I appreciate you bring this to our attention. 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 BHF56. Kindest regards, Patient Liaison Officer Barnsley Healthcare Federation. Oaks Park Medical Centre Thornton Rd Barnsley S70 3NE
Information supplied by Barnsley Healthcare Federation CIC