The Heron GP Practice - St Matthews Branch

appalling staff at reception rude and unhelpful.can never do a prescription been ringing for 1 week spent over 4 hours on the phone for a family member who is 103. Still no joy. Thus surgery need a total over haul.SHOCKING

This GP is probably the worst GP known to man. Not one person that works there has any credible work experience. It’s a wonder why they haven’t been shut down yet with the number of misdiagnosis sky-rocketing. The receptionists have no care or respect for their job, their phone line doesn’t work so it’s impossible to get an appointment. There’s actual sick people who need help and they are referred to this dump , this dump that does not even care if they cause death with their negligence. Yes, they have caused multiple deaths over the years, their services clearly are not in line with the Hippocratic oath. Whoever goes to this go, I urge you to find a new one, for your health’s sake. And to those of you who are even considering this joke of a gp, run!

Almost impossible to get through on the phone. The wait can be 30 minutes or more. Even more difficult to get an appointment. No online appointments available. Doctors do not appear to offer face-to-face appointments, unless it's a crisis. Very poor patien service.

This GP is absolutely appauling!! My family member spent over an hour on the phone today to try to get an appointment. This is a problem they have been dealing with for years! The receptionists are rude and the Drs don't seem to take your complaints seriously. As a healthcare worker myself I find this incredibly concerning that this GP has not been investigated! If the staff do not care about patients and lack the qualities of care, empathy and proving good patient care, they shouldn't be there! These staff need to be fired and management needs to be improved to provide good healthcare to the locality!

The phone service is really terrible It takes a life time to make an appointment with them over the phone I strongly suggest that you should hire more receptionist but this makes me wanna leave this GP

Receptionist Evona and Jay extremely rude, have awful manners and customer service skills. Evona wants to always give medical advice and refused to give an appointment even though they were available as she didnt deem it 'urgent' - shes not a doctor its not her decision. Receptionist jay was being condescending and screaming down the phone then hung up on us. When we went to the Practice she had the audacity to say we were rude to her and that we sounded like we had just woken up! IM SORRY WHAT?!!! She has no people skills!On 3rd april 11:50am at st mathews a lady came to get her childs medication. At no point was she rude or yelling. However the racist receptionist was yelling at the lady for no reason. All the patients could hear the conversation; there was no confidentiality. Just because the lady spoke english with an accent the receptionist yelled at her saying; 'what part if english don't you understand' - everyone was shocked! The cctv needs to be reviewed.

The worst gp ever with the worst receptionist, they are so rude never answer phone and don't know what they are talking about. Give medical advice on what patients need when they don't have a clue. Shout at patients who do not speak English I have seen this in the reception area and other patients have looked at each other when it happen. Receptionist are filing their nails or having a laugh and tell us to wait. Awful gp needs to close down.

The problem with this gb practise is reception. If you manage to see a doctor then it's fine all doctors are OK but that is not easy because the receptionist never answer the phone. Afew months ago I even called them and sat on reception to see why they arenot answering and they were chatting While the phone was ringing . I have been with them for 17 years so if you pass the receptionist or they answer your call its OK if not you won't be happy because it might take you weeks before you see a doctor or talk to doctor.

0 Stars for Front Desk ❌❌❌❌I have tried to refrain from writing a bad review but the service is too bad.Its an important role. The Doctors do a good Job but You will die trying to get an appointment here.Even if you call at 8am all the way through to 10 no answer.Even with an emergency 111 message still no answer well after 11am.Receptionist is patronising always huffing and puffing disrespectful and doesn’t sort out the issue.I even called the receptionist opposite she said there were 3 receptionists at the desk no one answering the phone with only a few patients waiting to see the doctor. TOTALLY OUTRAGEOUS ALL IGNORING THE CALLS !!!One receptionist in particular hates her job/life and is taking it out on patients in need of help.FIRE HER ! There are plenty of people who will do the job properly.THERE ARE CHILDREN AND VULNERABLE PEOPLE INVOLVED ‼️‼️‼️❗️❗️❗️Too many people complaining surely HR should look into this.

UPDATE....SPOKE TO RECEPTIONIST NAMED JAY (VERY RUDE)YESTERDAY WAS TOLD TO RING BACK TODAY. JUST To GET MY PRESCRIPTION SIGNED AND SENT TI MY CHEMIST AS I AM HOUSEBOUND AS I WAS EXPLAINING WHY I'D RANG SHE INTERRUPTED RUDELY AND ASKED MY D.O.B. AFTER TAKING MY D.O.B SHE ASKED ME MY ISSUE TODAY. I TOLD HER I WAS TELLING HER BUT SHE CUT ME OFF. NO APOLOGY OR ANYTHING. THE GP THAT GAVE ME MEDICATION YESTERDAY DIDN'T SEND IT TO MY CHEMIST AS (THERE WAS A GLITCH) ON HER SYSTEM. SO WHY NOT USE SOMEONE ELSES COMPUTER TO SEND IT. ( LOAD OF RUBBISH)The receptionists take ages to answer. I was told by one of thrm that they just don't answer sometimes. I rang them since 8am till 9.30am n was told the appointments had gone in half hour. So I asked why they didn't answer for 1.5 hours. She said they have 4 phones so I don't know why no1 answered. They have a new voice message system that does not help. The answering machine says only urgent appointments are taken in the morning but if u call them after that they have no appointments. This surgery is a joke and I'm finding another 1 close to me. I've tried complaining about this surgery because they have no idea how to talk to patients or how to treat them. I will complain to a higher body to get results. The staff especially the receptionists are very unskilled.