Heron GP Practice
Merlyn Vaz H&S Care Ctr, 1 Spinney Hill Road, Leicester, Leicestershire, LE5 3GHContact details and opening times
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Reviews
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Review titled Disgusting!
Rated 1 star out of 5
by Anonymous - Posted on 23 October 2024
The patient is an elderly female that has recently lost her husband. I am a friend who has been trying to call the surgery to get her medications. I contacted the pharmacy that order her meds and get them delivered as she is not mobile, they have said since last week emailed and called but noone responds. I didnt believe it so I rang myself was on hold for 45 mins as caller no:1. I tried again today another hour still no:1 in line. So now the patient has been without meds for possibly a month or maybe 2. She is not able to get to the surgery as she is not mobile, she is also fed up that the Doctors dont care. Now she has lost her husband due to cancer. While he was at home as end of life he got a phone call from this surgery asking to book a flu jab he had passed the phone to me as he couldnt hear properly. Why did the surgery not know he was at home end of life? Flu jab was last on his or her minds while she was in hospital having transfusions! Disgusting! I as a friend of the patient advised her to seek a different GP Practice. At first I didnt believe her that the surgery never answered the phone.. she got another family member to ring they had the same problem waited an hour and the phone was never picked up. It wasnt until I rang last 2 days and wasted hours of my time.. Elderly patient is also not computer literate so cannot log onto a website to order meds hence why the pharmacy is ordering for her it is extreamly vital the surgery checks their emails and responds urgently!. I even rang the merlyn vaz center asked reception to take a note to them to ask to call me. Receptionist also told me they have had so many others ring to do the same as Heron GP receptionists never answer the phones and they get angry with the staff at Merlyn Vaz center. Staff training is very much needed. If the surgery does not respond to pharmacies what luck do the patients have. I will be reporting to the ICB and ask my friend to find another practice! Best to avoid this GP Practice at all costs!
Visited October 2024
Heron GP Practice has not yet replied.
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Review titled Disgusted
by Anonymous - Posted on 15 May 2024
Been ringing since 8:30 , no answer, 20 minutes later they put me in queue number 1 for another 45 min, then they put phone down. I walked to surgery, i got inside , at reception i rang, the phone was ringing while receptionist were chatting and laughing. I spoke to receptionist and showed her the phone is ringing, she was mute, had no explanation. I tood her i need to tell doctor i needed my repeat medication to be signed, she said ok, then few seconds later, she said , " just emailed doctor and said ok she will do it now. Why is she lying? Nothing been sent to doctor. She told me to come later, (she knew is wesnesday is training day". We need better qualified staff in reception. No respect, disgusted , so unprofessional. Manager should do something. Alot of people also disgusted with the service. Doctors are fine, no problem. But receptionists are soooo unpolite, unprofessional and training needed for them for better quality of service
Visited May 2024
Heron GP Practice has not yet replied.
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Review titled Unable to make Appt online and phone
Rated 1 star out of 5
by Mez - Posted on 28 June 2024
I've been trying to make an appt online and get through to the practice on phone for last 2-3 months. Never an appt online available and calling the practice with held in position 3 to 1 for over 2 hours. Been very poorly with mental and physical health for months and meds not issued on time. Need meds review and prescription says to book an appt for this. How can I do this when no one answers the phone or waiting over 2 hours in position 1! Screen shots taken for proof. Prior to this when at practice receptionist not at desk and have witnessed them chatting away at the dhu desk or in the corridors laughing and joking and when they see you waiting the still carry on and take their time and then give you attitude when they decide to ask what you want like you've disturbed them. How do I get in touch when I'm housebound? I've been a patient with Heron GPs since 2010 and last couple of years problems with lots of things. How can I get in touch?
Visited May 2024
Heron GP Practice has not yet replied.
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Review titled Bad practice
Rated 1 star out of 5
by Paula - Posted on 24 June 2024
I have been on the phone to gp 2 hours over and no answer I did 111 who told me to contact gp now and still no answer
Visited May 2024
Heron GP Practice has not yet replied.
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Review titled Disgraceful
Rated 1 star out of 5
by Kylie - Posted on 23 April 2024
This go surgery is the worst. I’ve been trying to call for three days. All day. High in the que. Called back a little later. Cut off. Currently been number 1 in the que for 1 whole hour. The service is absolutely diabolical. Now they have switched to online it’s even worse. You practically need to do a quiz just to even be considered for an appointment. After today I’m changing doctors. Something needs to be done.
Visited April 2024
Heron GP Practice has not yet replied.
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Review titled Data breach incident
Rated 1 star out of 5
by Imran Patel - Posted on 19 March 2024
Surgery receptionist took registration form and supporting evidence and told us they have lost all the documents - document included copy of passports, brp , national insurance, bank statement and proof of address - when approached team members I was told we don’t hold responsible for losing data
Visited March 2024
Review titled Heron GP Practice
Replied on 20 March 2024
Dear Mr. Patel, Thank you so much for taking the time and for providing your feedback which is appreciated regarding your experience with us at Heron GP Practice. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and concerned to hear that your experience with us has not been positive specifically your concerns about a potential data breach in relation to the loss of your important personal documentation when registering and the response from the practice staff when you asked them about it. If you would like to contact us directly regarding your experience and concerns so we can investigate in more detail then please do not hesitate to contact our Information Governance Team on 0300 1000 411 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhu-information.governance@nhs.net. The team will then be able to take more details from you so that they can investigate what has happened and feedback. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best regards, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2024
Iam not to sure what’s changed to the service over the last few months,but it is absolutely shocking,they never answer the phones,even when you call after 10.30am for non urgent queries your always number 3 in the que for over an hour and half. Nobody seems to communicate with one another,as one person says one and another something else,when you do get an appointment they call you and cancel or let you walk all the way down to the surgery and tell you sorry we don’t do that you will have to rebook. my partner who hasn’t been to the doctors in over 3 years,tried for the first time today to call with no luck only to be told sorry we don’t take calls for booking anymore it’s all had to be done online,this is false as they don’t have the right to take away phone bookings, when not everyone has the access for online and are within there rights to not want to download this to there phones,also when they have a practice meeting on a Wednesday they always fail to switch the phones back over on the Thursday morning this has happed on a numerous amount of accusations it was nearly 8.50 when they switched the phone lines back on again. Some serious action needs to be taken at this surgery,as they are clearly failing in patient care.
Visited March 2024
Heron GP Practice has not yet replied.
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Review titled Disgraceful service
Rated 1 star out of 5
by Arlaisha - Posted on 21 March 2024
I have requested a sick note for the last 4 days can’t Called the practice twice each day to confirm that I would receive it. Each time I was told that I would receive it by close of business and I have not received a thing. I am pregnant and the stress of dealing with them and explaining the situation to my work is ridiculous… now today Thursday. Same request has been put through and when I try to call it says that the service it closed… no one has been any help I am in constant pain and under stress from dealing with them
Visited March 2024
Heron GP Practice has not yet replied.
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Review titled Can’t get through over the phone
Rated 1 star out of 5
by Bharat - Posted on 21 March 2024
I have been on the phone for 50 minutes now I have got to position 1 three times then went back to position 3 and still waiting
Visited March 2024
Heron GP Practice has not yet replied.