Heathfield Family Medical Centre

I have had very poor experience from this GP Practice, the reception staff in particular are rude to patients, I always try to avoid going to the GP even when I desperately need to all because of their poor and inexperienced customer service.

Very good

Can never get an appointment... The reception answer machine is on and says they are closed... Baring in mind it says they are open Monday-friday 8am-6.30pm... Absolutely rubbish service and they don't care for their patients at all!!

Difficult to book appointment when my husband need to see his GP. He has to ring on the day, often the phone is not answered. Last week he walked into the surgery to ask if he could book an appointment, because he could not get one through the phone and was told they can only book appointments when patients telephone in. how ridiculous ! when the line is constantly engaged and you can’t through this way.

Appointments are always fully booked. Medication will be paid for by ourselves as GP's can't prescribe them.
I am on a low income and buying medicine over the counter has a financial effect on my family and children. I feel waiting times are long and when seen by GP lasts 10-15 minutes. I am concerned if I am buying the right medicine to administer to for myself or family.

I am an asthmatic and have been since birth. I have been prescribed two inhalers to regulate my illness - one blue one purple and have a repeat for monthly increments.

I had a message from the chemist as usual that my prescription was ready but only a purple inhaler on collection.
I was advised that the prescription for the blue inhaler had been stopped as per a government directive these now had to be asked for at surgery by the patient - first I heard of the was on collecting my prescription - why did the surgery not inform me of this beforehand? Bad practice for customers.

I tried to call surgery for three days but could not get an answer and eventually ended up with a pre-asthma attack situation. Called surgery for a general appointment and was told none available on the day but could go and wait in reception for 8.00 to get seen on the Monday morning.

Went to surgery and no one in at 8 but the receptionist told me I would have to wait until 9 - waited until 9 went to desk first and was told I would have to wait in triage queue or have an 11am appointment - by now I am struggling to breath but the receptionist told me I had to wait in the triage queue even when I explained -that I was on the verge of calling an ambulance - received a call on my phone from doctor at 9.20 having watched several patients go into the surgery - who said I could have a emergency pack and told me to collect it. I then advised him I was that bad I was in reception and had been waiting to be seen even though I had explained to the receptionist I was desperate and about to call an ambulance because I couldn't breath. The doctor considered I did not need to be seen at 11 and no check up given just a prescription.

My partner collected my prescription from the pharmacy and after three days of steroids I was back on track.
I feel that the surgery did not taken case seriously when I turned up I should have been seen immediately at 9.00 and give a prescription not have to wait. Next time I will call an ambulance without hesitation.

I believe I tried to address all avenues at the time in the above situation to get my problem resolved including asking if the surgery manager was available when I was informed they were also too busy.

It appears that the surgery have not advised all their employees of the gravitas of an asthma attack ie that it can be a killer. It would have been interesting if I had of passed out at the desk to see what would have happened then.