The Heron GP Practice - St Matthews Branch

Customer service are the worse to book an appointment waiting on the phone over 40 min no one answered finally they say no doctor call 111
May 2nd, 2023

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.
Apr 27th, 2023

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.
Apr 26th, 2023

Really bad service! They never pick up the phone, sometimes they do after 2hrs waiting but there is never available appointment. Reception ladies they are rude and never want to help.
Apr 16th, 2023

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
Apr 1st, 2023