Heatherbrook
242 Astill Lodge Road, Leicester, LE4 1EFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terrible practice
Rated 1 star out of 5
by Joana - Posted on 29 August 2024
I have been going to this practice for almost 3 years. Staff have no idea what they are doing/ don’t update you if clinic is running late you have to always check yourself. Doctors are always late . Last time I went with my daughter I waited for 1:30min and yet they forgot about her appointment. Whenever you go into the clinic to speak to the doctor you get rushed and have only 5minutes I feel that they don’t care about your problems. And lastly it’s very difficult to get an appointment and to be seen by a doctor at this surgery. Very disappointing surgery and very unorganised.
Visited August 2024
Review titled Heatherbrook
Replied on 02 September 2024
Dear Joana, Thank you for taking the time to share your experience with us. We sincerely apologise for the frustration you encountered during your visits to our clinic. We understand how important it is to receive timely and attentive care, and we are truly sorry that we fell short on this occasion. Delays can sometimes occur due to unforeseen circumstances, such as emergency cases or extended consultations that require more time than anticipated. However, we recognise that this should not impact your experience, and we are committed to improving our communication regarding wait times. Your feedback is invaluable, and we will use it to enhance our service and ensure that our patients feel heard and cared for. We appreciate your patience and understanding as we work on these improvements. If you would like to discuss your experience further or have any specific suggestions, please feel free to reach out to us directly. Thank you again for your feedback. Kind regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Very rude reception
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
Rude behavior receptionist, do not let other person talk. Tried to explain situation but could not let me talk, tried to book appointment for my daughter, without listening to me she started looking hub services or go to pharmacy. When asked about her name she said her name is hope.. And don't have full name. Ridiculous service and complete disaster service by this surgery. No manners at all! Don't believe this is where I put my and family health in their hands! They are worst service ever.
Visited May 2024
Review titled Heatherbrook
Replied on 15 May 2024
Dear valued patient, Thank you for bringing this concerning experience to our attention. I can only imagine how frustrating and upsetting it must have been to feel dismissed and disrespected by our staff. Please know that the behavior you described is unacceptable and does not align with the high standards of customer service we strive for at Heatherbrook Surgery. I understand you felt the receptionist was rude, did not listen to you, and cut you off before you could fully explain your situation. Our receptionists should always treat patients with the utmost respect and give them the opportunity to share their needs. That clearly did not happen in this case, and I apologise sincerely for that. The inadequate service and lack of professionalism you encountered is also very concerning. Patients deserve attentive, responsive, and courteous assistance when trying to make an appointment. Please be aware that the receptionist is not obligated to provide her full name, though I can understand how this refusal may come across as obstructive or unprofessional. I want to assure you that we take these issues extremely seriously. We will be addressing this matter internally to ensure our staff are properly trained in customer service and understand the importance of empathy, active listening, and transparency. Your satisfaction and positive experience are of the utmost importance to us. Please let me know if there is anything else I can do to make this right. I hope you will give us another opportunity to provide you with the high-quality care and service you deserve. Sincerely, Sarah, Patient Engagement Officer Patient Engagement Team Willows Health.