Heaton Medical Centre
2 Lucy Street, Heaton, Bolton, BL1 5PUContact details and opening times
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Reviews
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Review titled Appointment booking / online consultation
Rated 2 stars out of 5
by Paul - Posted on 05 July 2024
I tried to contact the practice to arrange a consultation using the MyGP app. Was informed that the facility was no longer available and was sign-posted to another Web application. Tried to use the online consultation option and was advised the facility is not available until 0700 the next day (this was at 1705). However, it stated if I needed help that I should contact the practice directly. I phoned the practice and was answered by an automatic messaging service that advised that I needed to use the Web application as all requests are being triaged by a GP. De facto, there was no way to make an appointment request either via phone or via the Web. The next day I raised the consultation request and was advised that I would be contacted before 1830 the next day. The practice failed to make contact with me so I have escalated this fact using the messaging facility which is only made available after the 1830 cut-off. Here, I am, on a Friday evening, without any contact from the surgery and left frustrated that I have been trying to arrange an appointment since Wednesday. The opening hours for the surgery are Mon-Fri so I will be without treatment until Monday at the earliest. I have always tried to follow the route most likely to reduce the admin burden for the practice but I will jot do this in the future. I am compelled to attend in person to request an appointment as any other method has jeopardy (this is not the first time I've had an issue). Commitments given have proven to be false. This statement has been produced by the practice and I'm afraid tge reality is a mile away from this "You will always get a response within a maximum of 48 hours, and if an appointment with our clinicians is appropriate, this will be given. The waiting time for these appointments is usually shorter than if you were to call to book a routine pre-bookable appointment over the phone." My experience is woeful and the customer journey is horrendous.
Visited July 2024
Review titled Heaton Medical Centre
Replied on 08 July 2024
Dear Patient Thank you for your feedback, I am sorry that you have had a disappointing experience with the new appointment system. I will investigate this for you, feedback to the wider team and make any amendments necessary to improve future experiences. Should you wish to discuss this further please do not hesitate to contact the surgery. Regards Practice Manager
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Review titled Unacceptable Customer Service
Rated 2 stars out of 5
by Saskia - Posted on 19 July 2024
Recently visited the GP practise to drop of a sample, on behalf of my aunt who isn’t mobile to do so. Receptionist was very rude to me, not friendly or helpful. Very abrupt & unacceptable customer service to provide to anybody, let alone somebody that isn’t familiar with the way the practise works. Receptionist staff should be friendly & have patience to help me with any query. Not rolling their eyes with an attitude problem.
Visited July 2024
Review titled Heaton Medical Centre
Replied on 22 July 2024
Dear Saskia Thank you for your feedback, I am sorry that you have had a disappointing experience at the practice. If you are able to contact me directly to discuss further I will be able to look into this matter for you. Regards Rachel Dixon Practice Manager
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Review titled Advanced Care Practitioners
Rated 5 stars out of 5
by Anonymous - Posted on 08 July 2024
I saw the Advanced Care Practitioner on 7th June in regards to a long term problem I have been having (been waiting over a year for a hospital consultant appointment) . I was quite distressed/emotional at the appointment as well as in quite a bit of pain. She was empathetic and really listened. I felt that I was being taken seriously. She also remembered me from previous appointment (months ago) and referenced things we had discussed then and demonstrated that she could see the differences in me due to this flare up. We had a detailed discussion, going through my past treatments and I didn't feel rushed. She showed knowledge around my condition and was extremely supportive. She gave me medication which have really helped with the physical symptoms of my medical issue. She also said she would contact the hospital to expedite my appointment I've been waiting for as she could see the distress that I was in. A week later I was contacted by the hospital consultant team and offered an appointment. I doubt this would have happened without her support. I have now been given a clear treatment plan from the hospital and will be going back to her as my point of contact at the GP. I would 100% recommend that people see the Advanced Care Practitioner's at Heaton Medical Centre if you want to be listened to and taken seriously.
Visited June 2024
Review titled Heaton Medical Centre
Replied on 08 July 2024
Dear Patient Thank for you taking the time to feedback about your recent experience at the practice, I will share your positive experience with the wider team. Regards Practice Manager
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Review titled Terrible procedure and service
Rated 1 star out of 5
by Dr Dennis Hobson - Posted on 01 May 2024
This is a review of this morning’s experience This new method of seeking advice is not acceptable Finding the form was not easy. Completing took half an hour and the response we are told may take 2 days .Questions were very repetitive. Today I was asked questions about severe diarrhea It is stated that NHS have all details but then asks for name address phone number etc How can we have a medical centre which never has appointments available?
Visited April 2024
Review titled Heaton Medical Centre
Replied on 20 May 2024
Thank you for your feedback, I am sorry you are not happy with the new remote triage that has been introduced at the surgery. If you would like to call the surgery to discuss further we will be more than happy to discuss.
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Review titled Very bad service for test results
Rated 3 stars out of 5
by Anonymous - Posted on 02 January 2023
The current appointment system to see or talk to a GP is truly appalling but seems to be the same at most surgeries. However when a patient has had tests and quite rightly wants the results asap, the system in place is completely unacceptable. If the test needs GP discussion with the patient then an appointment should be provided, not the patient joining the queue the following day in the hope they can speak to someone. This is wrong and uncaring when people are worried about their results. Getting through is immensely stressful and often results in no appointments available. Please look at this with some urgency and have a thought for patients as all my family and friends have never had this problem at their GP surgery.
Visited December 2022
Heaton Medical Centre has not yet replied.
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Review titled Disgusting service
Rated 1 star out of 5
by Sharon morrison - Posted on 17 June 2023
186 times I called in 17 min could not get through. Finally I did all appointments with GPS gone. Given a very short notice appointment of 20 mins with a federation nurse as very desperate for help. The receptionist was hostile towards me as she could not find me on her list even shouted out well are you a patient here. She kind of blamed me for not being on her list I her words I am running 2 surgerys here you know. I then waited 60 mins to see the nurse. Whom said would send me for an urgent scan. Thank you The week after the hospital called to book me in for a consultation not a urgent scan the wait was another 10 weeks she said no it's not down as urgent. The surgery then sent for me for an over 40s check up. 9 yrs 5 mths to late as I am approaching 50. The wait again 25 mins the surgery was empty. I went to a lovely receptionist this time whom said oh have you not been told the nurse who your appointment is with isn't in today. Oh I have checked in and been sat there for 25 mins on my day off! So I'm sorry but there are a lot of staff that work at the surgery you can not see a doctor if you work you can not get through. The service is very poor. Very I do not recommended this surgery
Visited December 2022
Heaton Medical Centre has not yet replied.
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Review titled Full mot
Rated 5 stars out of 5
by Tessa collier - Posted on 18 October 2022
Went in to the doctors today and saw a practice nurse she went above and beyond to help me with my queries and questions about things and gave me a full mot I left feeling like I had all the answers I needed and feeling happy because of the nurse that saw me she’s absolutely lovely
Visited October 2022
Review titled Heaton Medical Centre
Replied on 28 October 2022
Dear Tessa, Thank you very much for your recent feedback. We really appreciate you taking the time to leave your review . I will pass your feedback onto the nurse that you saw. Thank you again, Heaton Medical Centre
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Review titled Poor standard of care
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2022
Shocking standard of care from this surgery. Phone appointment booking system is a lottery and online booking system is ineffective. I am diabetic and have not been feeling well. Could not make an appointment with a GP and was seen by a paramedic who was going to have a prescription authorised by the GP. Two weeks later and still waiting to hear back. GP's are hiding behind COVID excuses. Open your doors and do your jobs or someone is going to die on your watch!
Visited September 2022
Review titled Heaton Medical Centre
Replied on 26 September 2022
Hi, Thank you for your comments we do value patient feedback and we apologise that you have had a poor experience. Please contact the surgery to discuss further to allow us to explain the options available to contact the surgery. Thank you, Heaton Medical Centre.
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Review titled Frustrating and annoying
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2022
I have an acid problem and recently it got worse so doubled up on a couple of days as I was told in the past by gp ok to do so .filled my repeat note but asked for more tablets as I am going on holiday shortly and didn't want to run out of tabs the medical centre rang to say I was being reviewed and would get a phone call. But didn't tell me that I wouldn't have any medication at all which resulted in me having severe acid for two weeks got my phone call when I complained was told sorry but move on it's not our fault it's the government's???and guess what the doctor advised make a phone appointment for four weeks time as my tablets are twenty eight that's just in time to run out so now left to worry no attempt to reassure me no bedside manner abruptness uncaring and bad attitude don't feel like I want to ring but as it's almost impossible to get though probably doesn't matter anyway makes you wonder how many old people worse than me in the Heaton area are suffering if they don't like the job leave won't matter much to residents as you can't get see anybody for a month and when you do it's a phone call
Visited August 2022
Review titled Heaton Medical Centre
Replied on 17 August 2022
Hi I am sorry that you have had a such a negative experience around your prescription. If you would like to contact the surgery to discuss this further please do not hesitate to contact the practice, as we do value patient feedback. Thank you Heaton Medical Centre