Heathford Group Practice

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Reviews

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  Zahra Monsur

  This surgery was very helpful in answering any questions I had and got booked in quickly. They were friendly and took good care of me, would definitely recommend!

  19-05-2023
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  Maya X

  Coventry Road Medical Centre provided excellent service today. The receptionist was patient and helpful. I got a call back very promptly and the staff over the phone listened very patiently and tried to help me with great care. Dr Nishat communication skills and empathetic approach were very good. I felt I was being listened to. Thank you

  12-05-2023
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  Complex Quixotic

  Awful customer service, the receptionists are clueless and most of them are extremely rude. The physician assosciate though both of them I have seen I the past were very kind. The receptionists think they own the gp practice in the way they speak to you. Basic manners and compassion are out of the window. Awful.

  12-05-2023
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  Shafaq Ahmed

  This surgery has significantly degraded in service, the staff are incompetent and argumentative when they are pointed out for their unprofessional behaviour, especially staff member Shakila who seems to be most mentioned in other bad reviews. If your 5 mins late to your appointment you won’t be seen but it’s ok for the practice to keep you waiting longer to be seen when you are on time. The only positive thing I will say the 3 doctors Abid, Tamana and Jasmine and a couple of the new staff at front desk are wonderful and probably the only reason to visit this surgery if you’re able to get a face to face appointment. You have the right to see your GP but not here as your told to call only at triage times to be screened via there policy 1 problem 1 call guide even if you have 2 problems that might be connected to 1 cause and your still not guaranteed to be seen by your Gp when you need to. The practice manager will respond to your complaint but she has a biased view in favour of her staff as long as they follow the surgeries guidelines and policies regardless of their attitude and lack of professionalism or care and compassion for the well-being of patients who need genuine medical help. Don’t be surprised if your given the wrong results or information by reception staff as it did happen to me last year and after complaining it’s noted as a “human mistake” as long as it’s there mistake not yours. I have learnt complaining to the practice manager will not result in any change, I will strongly advise everyone who has a legitimate complaint to make a detailed complaint to the surgery and to CQC (Care Quality Commission) and Clinical Commissioning Groups (CCGs) who are the government body for the department of health and social care who can take action against practices for breaching procedures and not following guidelines. You can Google there contact information.

  12-05-2023
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  Sana Fatima

  I have a very good experience when I come to my consultations. This is purely for the fact that I get to see lovely Oona Lee, who really puts her time, effort and dedication into her patients. She does not make you feel rushed and goes above and beyond to make to take care of your situation and needs. Please keep up the hard work Oona, I have gained so much confidence and trust in your care. Thank you!

  26-03-2023
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  Johnny Chowdhury

  Worst place you can get treatment from. Too many self certified doctors working at the reception. Update: The review is not for this morning but for myself few weeks ago when I was prescribed ibuprofen gel for an infected and irritated skin and I am still suffering but scared to see you guys. And the lady who answered my call first she said I am supposed to have it instead of the steroid cream.

  26-03-2023
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  Nurul Alam

  My second review for this horrible general practice. Shakeela, the receptionist, is one of the worst type of reps you can come across. Oozes with terrible attitude and does not know how to control a simple situation. Multiple times I have had a blood test at the GP only to be told that I now need to go into the hospital despite this never being an issue previously in 30 or so years. According to Shakeela, Dr Nishat advised her that I NEED to go to the hospital to get a blood test done. Its a blood test, not asking for anyone to perform surgery on me. Shakeela's level of customer service is rude, obnoxious and terrible and clearly not trained well enough or good enough to be a basic receptionist. Repeatedly spoke over me, refused to let me discuss it with Dr Nishat because he was doing "admin". Said didn't want to argue but instigated it and was the reason that an argument ensued. Couldn't even advise me how to make a complaint, just to complain to a Surjit Kaur, no contact provided. If anyone at the practice agrees with her attitude and think it's ok for her to speak to patients the way she did, then this surgery needs to rethink how it operates. If the other replies to reviews are anything to go by, I won't be surprised that this practice accepts this level of behaviour for such a simple request that has been done repeatedly in the past.

  26-02-2023
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  A Ali

  After 30+ years of being a patient here, i have seen the service steeply decline. Prescriptions are ordered but are processed incorrectly, staff are unhelpful and admit to poor training, they are unable to advise on basic policy and the go to answer is to contact the practice manager via generic email address. The website is also lacking in this respect. Communication is very bad. Practice manager removed me from the gp list without notice, i was then informed she is refusing to explain this decision on the phone. No threats or verbal abuse were used in the call that was cited as leading to her decision. Totally unprofessional and uncalled for. A toxic and gross misuse of power in response to me questioning their broken process when i feared i would be left without medication over the Christmas closure, despite ordering in advance. Complain or question the practice at your own risk - instead of fixing the issue, you may receive a surprise letter in the post, as did I. Why fix the issue when you can strike off a patient who raised it? Where basic services are apparently problematic to get right, a working complaints policy shouldn't be expected, my bad. Despite the snap responses from the surgery seen in previous reviews, you will find the same issues around process, staff, complaints, prescriptions, policies, training reoccur time and time again. If only the same energy was put into service improvement, the need to clap back at negative reviews probably wouldn't exist. Join at your own peril. .. In reply to Dr Nishat: I would highlight that in my most recent incident caused by the practice, I called during the time for general queries, no patients were at risk as was alluded to by your receptionist. I reiterate, whether a call takes 2 mins or 2 hours i would suggest your staff are equipped with knowledge and take their time to deal with patients, not attempt to rush them off a call. They are dealing with sensitive issues and need to treat them with the due care & empathy they deserve, as opposed to robotic calm. I enquired about the complaints & escalation process as i wanted reassurance your agent was trained as claimed, she wasn't. I asked for the complaints response time, SLA's & policy, you wrongly stated "procedure". Either way, she didn't know. This is basic stuff. You claim only 4 weeks course, had to be ordered through Triage line etc, the facts are as follows, as clearly explained to your receptionist, and repeated as she just didn't get it, I will repeat again: The meds were prescribed for over 18 months without Triage via the prescription line including the prescription on 9th Nov. Surely if your process was working as claimed i would have had to go via Triage in last 18 months for my prescription (or be advised to)? Or be invited for a review of my condition before stopping medication? None of this happened. When i was compelled to call back triage on pm of 23rd dec, the day you closed for Xmas, no Dr or clinician actually spoke to me to assess "clinical need and safety" as per your description, the prescription was issued without question. Why then, did you waste my time & cause me undue stress? Farcical. I am not apologetic for my demanding tone in concern for my health; this was due to the urgency of needing my meds during a flare up, which your practice put at risk of worsening, with Xmas closure being 1 day away and without giving me warning. As a Dr, surely you of all people can empathise with the demanding urgency of the risk of being without meds, during a flareup, over a period of extended closure? A little empathy by all involved will go a long way. If your staff are left shaken by valid questions from a non-abusive patient desperately requesting meds for a flaring condition, I am uncertain why you can't see that they are in the wrong job. Thanks for wishing me well at my new practice, I note their reviews are excellent. If you are serious about raising standards, your practice management needs drastic overhaul. Listen to your patients. don't treat them like idiots.

  26-01-2023
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  Piara Begum

  Have been trying to book an appointment for myself for the past couple of days but struggled because of the surgery's 1 hour time slot they have in place, but finally this morning got through only to be greeted by the receptionist Shakila who had spoken very rudely to me the day before because I missed out on their time slot by a couple of minutes. So when Shakila answered this time round it felt very awkward and uncomfortable I informed her of this and requested to speak with a different colleague or if possible speak directly with Dr Nishat who was sitting next to her, Shakila tells me that none of these two options are available to me and that I need to call back again and maybe another of her colleagues might pick up, so I did what she told me to do becasuse I was getting DESPERAT my health was getting worse this was me in a very VULNERABLE STATE, but I missed out because it went out of their time slot again. I was just in shock that DR Nishat REFUSED to TREAT ME, he NEGLECTED a patient in their time of NEED. I followed their rules and called during the appointment time slot but was thrown to the kerb. No wonder his receptionist have such bad vulgar attitude towards patients.

  26-12-2022
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  Saheera & Samaira

  I'm just sickened by the lack of consideration shown by the staff. There are some very nice staff here but unfortunately sometimes some of them deliberately seem to ignore and disregard the most simplest of requests. A few seconds of willingness to help could have saved me 4 hours of my time and the trouble of coming back to the surgery twice dragging the sick kids in this cold weather to see the same doctor twice.

  26-10-2022