Heron GP Practice
St Matthews Health Centre, Prince Philip House, Malabar Road, Leicester, Leicestershire, LE1 2NZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Joke
Rated 1 star out of 5
by Mikala - Posted on 28 March 2024
Been on holded for 1 hour and 40 Mins to then be number 1 in line to then being out back to number 5 this doctors has got a joke been with this doctors since I was born and can neve get to see a doctor even rang 111 cos my son is poorly they sent a referral Over to the doctors to be seen so as but still can’t get hold of a doctor it’s a joke
Visited March 2024
Heron GP Practice has not yet replied.
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Review titled Rude receptionist
Rated 1 star out of 5
by Bilal - Posted on 21 September 2023
After being in the queue on the phone for half an hour, i decided to drive to the prince Philip house surgery, the phone was still in queue. I saw there were two receptionists but non was busy with patients, the phone kept in queue. I walked up to the desk and asked why no one was answering just to get a very rude response by the very person who does this to lots of people, she rolled up her eyes and said "do you think I am here to answer your calls??!!" I found this extremely unprofessional and asked her why shes being funny, upon which she said she doesn't want to serve me as i am being abusive! I wonder who took her job interview as she is so so rude to sick patients, i was shocked and left.
Visited September 2023
Review titled Heron GP Practice
Replied on 26 February 2024
Dear Bilal, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Heron GP Practice @ St Matthews and we apologize for the long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to accessing the practice via telephone and staff attitude. I appreciate that a long period of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with the new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (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 dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Disgraceful practice
Rated 1 star out of 5
by Judith Allen - Posted on 08 May 2023
2 weeks ago my brother ordered some stoma bags from the company that supply them, they then request a prescription from the surgery, having rang the company himself he was told they had requested said prescription and had heard nothing, so they emailed the surgery and got no reply. We tried ringing the surgery, pressed 3 for prescriptions on 2nd May after 40 mins of no one answering the phone we gave up. After still no delivery of supplies we called into the surgery on 4th May asking if there was a problem, the receptionist rolled her eyes saying its because you need a medication review, since when is stoma bags a medication? 11 and half years he's used stoma bags and never needed a review. He has been using his last stoma bag since 28th April, medication review was booked for 11th May. This is totally not acceptable, what about risk of infection.
Visited May 2023
Review titled Heron GP Practice
Replied on 26 February 2024
Dear Judith, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experience when contacting Heron GP Practice @ St Matthews on behalf of your brother and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with the practice has not been positive and that both you and your brother were put in this very difficult position specifically in relation to accessing the practice via telephone, clear communication around prescriptions, difficulty obtaining ongoing medical supplies and the poor communication in relation to medication review and in your brothers case separate to the ongoing medical supplies that he requires and receives on an ongoing basis and for the last 11 and a half years without a review and staff attitude. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with the new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (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 dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Very poor practice and services
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2023
Called in at 8am for an appointment to speak to a doctor was told I was be called before 12pm, no call took place I called in to check in about this, receptionists said I have no appointment booked in and tried to shrug off this fact. I was told to wait and call back, when I did receptionists lied and said this was a 24hr appointment and that I would need to wait. Rude customer service with no regard to customers feelings. The practice is impossible to get through to, you need to call a good 15 times before anyone answers the phone. Wasted my time and did not get a call from a doctor so I could get the medication I needed
Visited February 2023
Review titled Heron GP Practice
Replied on 26 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Heron GP Practice @ St Matthews and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice have not been positive specifically in relation to accessing the practice via telephone, poor communication in relation to appointments specifically telephone appointments and the lack of clarity around call back time in order to manage your expectation, difficulty obtaining your medication and staff attitude. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with the new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (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 dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Rubbish telephone system
Rated 1 star out of 5
by Bharat - Posted on 22 December 2022
It doesn't matter what time you try and ring from 0800--1700 you will always get a answer machine.They say ring after 0800 to get doctors appointment I have been on hold 30-35 minutes only to find all appointments gone.inside the surgery at max I have seen 5 patients which is rare.And you saying you are busy with other callers you need to sort it out like reduce the amount of patients you have and can cope with.The option that is set for on line booking doesn't work only if you know you are going to be sick the following weeks
Visited December 2022
Review titled Heron GP Practice
Replied on 26 February 2024
Dear Bharat, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Heron GP Practice @ St Matthews and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to accessing the practice via telephone and the online booking system. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (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 dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this is happening, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Not good service
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2023
They never answer the calls or give appointment if it’s an emergency they never answer I’ve tried so many times even so many people complain about how they don’t answer the calls it’s out of order how do you get through and get appointments and when you go in and ask for appointments they say no appointment but they never answer the calls for appointments
Visited December 2022
Review titled Heron GP Practice
Replied on 26 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Heron GP Practice @ St Matthews and we apologize for the long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to accessing the practice via telephone and the lack of appointments. I appreciate that a long period of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with the new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (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 dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Heron GP Practice. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)