Heatherbrook
242 Astill Lodge Road, Leicester, LE4 1EFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Gone downhill since merged with Willows
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2024
Called 8am , phone number recognised tried 3 times before finally got connected at 8.04, waited 40mins only to be informed no appointments. Very poor service since merger with Willows
Visited November 2024
Review titled Heatherbrook
Replied on 20 November 2024
Dear Valued patient, Thank you for taking the time to share your feedback regarding your recent experience with us. We sincerely apologise for the inconvenience you faced while trying to secure an appointment. We understand how frustrating it can be to wait on the phone, and then to be informed there are no appointments available. We appreciate your patience, and want to assure you that we are using the resources within our disposal to help ease the demand on our service and to meet patient needs. Since our merger with Willows, we have been working diligently to balance capacity and demand. Unfortunately, this transition has presented some challenges, and we are actively addressing them to improve our service. We regularly audit our telephone systems to review call volumes and queue durations, ensuring we can respond more efficiently to our patients' needs in a timely manner. We value your input and would like to discuss your experience further. Please feel free to contact the practice directly at your convenience. Your feedback is crucial in helping us enhance our services. Thank you for your understanding, and we hope your next experience with the practice is much more positive. Best regards, Sarah, Patient Engagement Officer. The Willows Health Team.
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Review titled Willows Health Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 15 November 2024
Extremely professional and effective service given by staff member who is an asset to the Willows Health and an asset to NHS, this man has passion for helping people and his work ethic is absolutely outstanding and he will do anything to help people and get the job done correctly, words can not be expressed to how much he helped me and took great care of me under the circumstance I was in, he really deserves a good recommendation or a reward for the way he works as he is outstanding. The staff member - Major Asset to Willows Health and NHS - well done keep up the great fantastic work you do.
Visited November 2024
Review titled Heatherbrook
Replied on 20 November 2024
Dear Valued patient, Thank you so much for your wonderful review of Willows Health. We are thrilled to hear about your positive experience and appreciate your kind words about our staff member. It’s our mission to provide exceptional care, and we’re glad to know that his professionalism and dedication made a significant impact on your visit. We will certainly pass along your compliments to the team, as feedback like yours is invaluable and motivates us to continue delivering the best service possible. Thank you for taking the time to share your experience, and we look forward to welcoming you back in the future. Best wishes, Sarah, Patient Engagement Officer. The Willows Health Team.
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Review titled Avoid at all costs
Rated 1 star out of 5
by Jane - Posted on 01 October 2024
Just getting a doctor’s appointment verges on the impossible unless you go to the online service and don’t mind waiting a couple of weeks to actually see someone. Even my husband, who has cancer, couldn’t get even the basic care without I had to threaten to make a formal complaint through my Member of Parliament, then he finally got a home visit. Prescriptions are a nightmare; medication discussed during that one home visit was not prescribed? A company who should supply my husband with essential equipment phoned me to say they have his order ready but still have not received the necessary prescription; so far he has been existing on supplies from the community nurses. Having been taken over by Willows Health, Heatherbrook Surgery now runs as a ‘business’ rather than a caring hub of the community that it used to be under the previous doctors.
Visited September 2024
Review titled Heatherbrook
Replied on 07 October 2024
Dear Jane, Thank you for taking the time to share your experience with us. We sincerely apologise for the difficulties you and your husband have faced in accessing care at Heatherbrook Surgery. I am sorry to hear about the challenges in securing an appointment and the issues with prescriptions and equipment supply, especially given your husband's health condition. We understand how crucial timely and effective healthcare is, and your feedback highlights areas where we must improve. Please know that we are committed to providing the best possible care and support to our patients, within the resources at our disposal. To facilitate a thorough investigation into your concerns, we encourage you to contact the surgery directly. Providing specific details will help us address these issues more effectively and ensure that your concerns are appropriately managed. Thank you once again for bringing this to our attention. We appreciate your understanding and patience as we work to resolve these matters. Best regards, Sarah. Patient Engagement Officer Willows Health.
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Review titled Terrible practice
Rated 1 star out of 5
by Joana - Posted on 29 August 2024
I have been going to this practice for almost 3 years. Staff have no idea what they are doing/ don’t update you if clinic is running late you have to always check yourself. Doctors are always late . Last time I went with my daughter I waited for 1:30min and yet they forgot about her appointment. Whenever you go into the clinic to speak to the doctor you get rushed and have only 5minutes I feel that they don’t care about your problems. And lastly it’s very difficult to get an appointment and to be seen by a doctor at this surgery. Very disappointing surgery and very unorganised.
Visited August 2024
Review titled Heatherbrook
Replied on 02 September 2024
Dear Joana, Thank you for taking the time to share your experience with us. We sincerely apologise for the frustration you encountered during your visits to our clinic. We understand how important it is to receive timely and attentive care, and we are truly sorry that we fell short on this occasion. Delays can sometimes occur due to unforeseen circumstances, such as emergency cases or extended consultations that require more time than anticipated. However, we recognise that this should not impact your experience, and we are committed to improving our communication regarding wait times. Your feedback is invaluable, and we will use it to enhance our service and ensure that our patients feel heard and cared for. We appreciate your patience and understanding as we work on these improvements. If you would like to discuss your experience further or have any specific suggestions, please feel free to reach out to us directly. Thank you again for your feedback. Kind regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Very rude reception
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
Rude behavior receptionist, do not let other person talk. Tried to explain situation but could not let me talk, tried to book appointment for my daughter, without listening to me she started looking hub services or go to pharmacy. When asked about her name she said her name is hope.. And don't have full name. Ridiculous service and complete disaster service by this surgery. No manners at all! Don't believe this is where I put my and family health in their hands! They are worst service ever.
Visited May 2024
Review titled Heatherbrook
Replied on 15 May 2024
Dear valued patient, Thank you for bringing this concerning experience to our attention. I can only imagine how frustrating and upsetting it must have been to feel dismissed and disrespected by our staff. Please know that the behavior you described is unacceptable and does not align with the high standards of customer service we strive for at Heatherbrook Surgery. I understand you felt the receptionist was rude, did not listen to you, and cut you off before you could fully explain your situation. Our receptionists should always treat patients with the utmost respect and give them the opportunity to share their needs. That clearly did not happen in this case, and I apologise sincerely for that. The inadequate service and lack of professionalism you encountered is also very concerning. Patients deserve attentive, responsive, and courteous assistance when trying to make an appointment. Please be aware that the receptionist is not obligated to provide her full name, though I can understand how this refusal may come across as obstructive or unprofessional. I want to assure you that we take these issues extremely seriously. We will be addressing this matter internally to ensure our staff are properly trained in customer service and understand the importance of empathy, active listening, and transparency. Your satisfaction and positive experience are of the utmost importance to us. Please let me know if there is anything else I can do to make this right. I hope you will give us another opportunity to provide you with the high-quality care and service you deserve. Sincerely, Sarah, Patient Engagement Officer Patient Engagement Team Willows Health.