Len Valley Practice - Ratings and reviews
Reviews
-
Review titled Receptionists require training in customer service
Rated 1 star out of 5
by Anonymous - Posted on 10 November 2023
Receptionists I spoke to did not listen and was unwilling to help me, just wanted to get me off the phone as quickly as possible. Was on the phone for just over half an hour waiting to speak to someone, but was only given 2 minutes of their time. Extremely frustrated.
Visited November 2023
Len Valley Practice has not yet replied.
-
Review titled phone delays fixed?, new staff need better attitude
Rated 1 star out of 5
by lesley - Posted on 04 January 2023
my health collapsed last year, I have spent days of my life on hold to this practice, literally days [confirmed by other reviews here] which I resent. Had to call them yesterday and today, and they seem to have fixed the 'hours on hold ' plus 'then their telephone cancelled my call' problem, but the new staff [yes, as well as mending the answerphone, they seem to have taken on new people to answer it] are, frankly, not pleasant on the phone. They need to remember they are dealing with sick people and their irritation at having to deal with a lot of sick people isn't the problem of the sick person on the other end of the telephone. Everyone's experience is personal and individual - I had an unpleasjant operation recently,which will have to be done again because of action taken by this practice which I was not consulted about. I also have to perform a very unpleasant medication thing now, which I am nervious about and which I have nobody, nobody, to ask about. So please, new staff, bear thisin mind when you are speakingto people on the phone. My call yesterday resulted in nearly 2 hours on the phone [on hold most of the time] to other people because the new receptionist couldn't consult her computer correctly - yes, she was taught wrong, but that isn't my fault. Actually, it was totally yours, and I carefully kept the irritation out of my voice when I phoned today. [NHS -and so you know, the expand box icon isn't workimg, so i can only see 4 lines of text.] Plus, its clear the practice isn't reading these, there are no, not one single one, replies here. I'mnow reviewing my reply having taken the 5 multi choice questions. And yes, I've replied very dissatisfied with all of them (even the ones where they've actually changed, such as being able to get through on the phone without ringing 30-50 times over and over, without having to listen to the music for hours on end, without having the call terminated by the Surgery for no reason, without deliberately ringing at 5 mins to their lunchtime because I know the system so well that Iknow its likely a hyuman will reply at this point in time - no, I'm not prepared to mark you up because you have been inadequate for such a very very long time. Do have a nice day, all of you - this is not a personal criticism of anybody, its a critique of the system, that is not working.
Visited January 2023
Len Valley Practice has not yet replied.
-
Review titled Terrible Practice
Rated 2 stars out of 5
by Anonymous - Posted on 26 January 2023
Terrible you have to go into the surgery in the morning to try and get an appointment and when your not well in the first place, this is the last thing you want to do only to be told you will be telephoned by the GP first to see if he needs to see you that afternoon. So you go back home waiting for the call but your not to be rung up by the GP. You manage to go back down the next day to be told the same thing. 3 days pass you speak to the doctor to be told he needs to see you. But the health complaint has got a lot worse, then it originally was.
Visited January 2023
Len Valley Practice has not yet replied.
-
Review titled Poor Service
Rated 2 stars out of 5
by Anonymous - Posted on 08 December 2022
You can rarely get through on the phone, always too busy to accept calls. Waited in a que for 20 minutes only to be cut off when 13.00, lunch break was reached. Why cant you operate like any other business?
Visited December 2022
Len Valley Practice has not yet replied.
-
Review titled Great Practice
Rated 5 stars out of 5
by Covid/flu vac 15/10/22 - Posted on 19 October 2022
Hi. Had covid / flu jab last Saturday 15th. Want to say “well done” to everybody - a little bit of chaos not of your making but queue moved extremely quickly - absolutely nothing to moan about and desperately sorry to learn there was abuse which is as you say totally unacceptable. Kind regards Chris Wheal
Visited October 2022
Len Valley Practice has not yet replied.
-
Review titled telephone not fixed, sorry for saying it was
Rated 1 star out of 5
by lesley - Posted on 06 January 2023
I did a review yesterday in which I complemented them on getting their telephone sorted. It actually isn't, yesterday must have been a fluke. Took 29 mins and 75 redials to get through this morning. Only improvement, the system never actually "threw away" my call (a constant complaint from all patients) this is a very minor improvement. The local magazine has 2 pages from a bigwig patient committee chair about their telephone system problems - a suggertion, maybe sack the Practice Manager and get an bureaucrat who can get a working telephone system up and running? And hey, there's still no answer from anybody in the Surgery to any of the dozen comments here. Clearly this isn't monitored - and yet its an NHS site?
Visited June 2022
Review titled Len Valley Practice
Replied on 10 January 2023
Dear Lesley Thank you for your review and comments, in particular the sacking of the Practice Manager. Although I feel your fustration, and that of others as a result of the telephone issues you have experience, it is totally unacceptable to speak out about the very supportive PPG volunteers and staff in this manner. If you have a complaint that you wish to raise and have a response from the practice then please email gp.g82093@nhs.net and the Practice Manager will contact you direct to discuss your complaint. On behalf of Len Valley Practice.
-
Review titled Can never get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2022
7 year old son has a ear infection. Got seen on Thursday and given some spray and told to call and come back if it doesn’t clear up or gets worse. Tried twice today to get a appointment as he is in pain with it and was up most of the night crying and is now getting nose bleeds as well. Phoned in morning no appointments told to try again at 14:00 and got told no appointments and to try again tomorrow or take him to a&e. It doesn’t warrant going to a&e. Comes to something when your local gp surgery wont see a child in pain. Disgusting service will be moving the family to a different surgery as this has happened before.
Visited June 2022
Len Valley Practice has not yet replied.