DE Montfort Surgery - Ratings and reviews
Reviews
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Review titled Poor Service an Delay
Rated 3 stars out of 5
by Carole Pearson - Posted on 05 February 2024
Came in for Blood Test 05/02 at 9.12 booked in for my 9-20 appointment not called in (did not see any patients go in go out of the nurses room)9.35 queried why I had not been seen - receptionist can not contact nurse as her phone was engaged - called the manager and was advised to sit and wait which I did the nurse then called in a patient who had arrived 10 minutes after me so I went back to the receptionist who advised that the nurse had No patient with her and advised me to sit down and wait - nurse then can back and called another patient who had again arrived after me (this is the second time that this nurse has left me waiting over 30 minutes for my appointment which I do not accept) At 9.50 after 35 min wait I told the receptionist that I was not waiting any longer and she could not offer me another appointment and told me to book an appointment at LRI however could not provide the correct form so I will have to go and collect at a later date As I am a diabetic blood tests are very important however I am extremely disappointed with the extremely poor service which has been on offer for my last two blood tests Hopefully feedback will be given Very unhappy patient
Visited February 2024
Review titled DE Montfort Surgery
Replied on 15 February 2024
Dear Carole Pearson, We are truly sorry to hear about your disappointing experience during your recent visit for a blood test in February 2024. Your feedback is important to us, and we sincerely apologise for the extended wait times and lack of communication you encountered during your appointment. Ensuring timely and efficient service is a top priority for us, and we regret that we fell short of meeting your expectations on this occasion. Your concerns have been noted, and we will address them with our staff to prevent similar occurrences in the future. We understand the importance of blood tests, especially for diabetic patients, and we apologise for any inconvenience caused by the delays and lack of proper attention during your visit. Your feedback will be taken seriously, and we will strive to improve our services to provide a better experience for all our patients. Thank you for bringing this matter to our attention, and we sincerely apologise for any frustration or inconvenience this may have caused you. If you would like to discuss your experience further or require any assistance, please do not hesitate to contact us. We appreciate your feedback and thank you for your understanding. We look forward to welcoming you back into practice soon and hope your next experience with us is a more positive one. Warm regards, Sarah. Patient Engagement Officer Willows Health.
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Review titled Outstanding service!
Rated 5 stars out of 5
by Muriel Russell - Posted on 28 February 2024
I feel compelled to write this review as I have sadly have moved away and had to leave De Montfort surgery, after 28 years as a patient. I have been a patient since I was a student in 1996. In those days staff were used to dealing with students and were less than polite. But then things changed, and since the surgery moved to Mill Lane the service has been outstanding. I cannot list the many occasions when I praised the service to friends and colleagues. The ability to get an appointment on the day, the clear and efficient communications, the way I was treated, always with compassion and respect. I never felt rushed, or talked down, I always felt listened to and my needs taken care of. The fact the surgery has specialists GPs has helped me get the right care fast on many occasions. More recently, I have appreciated phone appointments when there was no need for a face to face one. I honestly cannot thank you enough, all the staff at De Montfort surgery, past and present. I will miss you enormously. Please pass on my thanks to colleagues. Keep up what you are doing, it's brilliant, and maybe see to sharing your good practice more widely? From the bottom of my heart, again thank you! A very grateful, ex - patient.
Visited February 2024
Review titled DE Montfort Surgery
Replied on 29 February 2024
Dear Muriel Russell, Thank you so much for taking the time to share your kind words and feedback about your experience at De Montfort Surgery. We are thrilled to hear that you have found our service outstanding during your 28 years as a patient. It is truly heart warming to know that you appreciated the care and compassion provided by our staff, and that you felt respected and listened to during your visits. We are glad that you found our appointment system efficient and that you benefited from the expertise of our specialist GPs. We are sorry to see you go as you move on to your next practice, but we are grateful for your support and for being part of the De Montfort Surgery community for so many years. Your words of encouragement mean a lot to us, and we will certainly pass on your thanks to our colleagues. We wish you all the best with your new healthcare provider and hope that you continue to receive excellent care wherever you go. Thank you once again for your kind words and for being a valued patient at De Montfort Surgery. With best wishes, Sarah, Patient Engagement Officer De Montfort Surgery, Willows Health
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Review titled Unacceptable waiting time
Rated 2 stars out of 5
by Anonymous - Posted on 04 October 2023
I arrived in good time for my appointment and then had to wait over an hour to be seen after my appointment time. When I asked at the desk I wasn't given any estimate of when I would be seen, or an apology for the inconvenience.
Visited October 2023
Review titled DE Montfort Surgery
Replied on 03 January 2024
Dear patient, We are deeply sorry to hear about the inconvenience you experienced during your recent visit. Your time is valuable, and we understand how frustrating it can be to wait longer than expected for your appointment. We sincerely apologise for the delay and for the lack of communication regarding the wait time. We are committed to providing timely and respectful service to all our clients, and it is clear that we fell short of this commitment in your case. Your feedback is important to us, and we will use it to make improvements to our appointment scheduling and communication processes. We appreciate you bringing this matter to our attention, and we hope that your next visit to practice is a more positive one. Sincerely, Sarah. Patient engagement officer, Willows Health.
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Review titled Great Reception Staff
Rated 4 stars out of 5
by Anonymous - Posted on 19 August 2022
I just wanted to say thank you to the reception staff and pharmacists at Demontfort Surgery. I've had a couple of issues recently, firstly when there was a shortage of Hrt and secondly following a uterine scan follow up about which it was very difficult to contact the gynecology dept at the hospital. The reception staff - and when relevant, the pharmacists - are unfailingly quick to answer calls, polite, professional, friendly and helpful, and when you are bit stressed by lack of response or information elsewhere in the Nhs or supply chain this is fantastic! Thank you
Visited August 2022
DE Montfort Surgery has not yet replied.
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Review titled Frustrating
Rated 2 stars out of 5
by Anonymous - Posted on 22 November 2022
It’s next to impossible to make an appointment at this practice. The staff and doctors are lovely for the most part but trying to book an appointment of any kind is quite literally impossible. I’ve been registered with this practice since 2020 and I’ve managed to book 4 appointments in that entire time. After constantly being told I could ‘book online’, I tried more times than I can count to ‘book online’ but every time I try a message comes up saying there are no available slots and that you can’t book 2 weeks in advance. So I tried the first app, then I tried the other app, then I tried the nhs app - none of which worked. As someone who struggles with their mental health and is seeking help for suspected Autism, this experience is and continues to be incredibly stressful. I am not someone who can make phone calls with any sort of comfort or ease so calling in is always my last resort. On two occasions I summoned every bit of courage within me at the time to go to the practice myself and try booking in person. Unfortunately, I was unable to book anything - I’m not sure if the receptionist misheard me but when I asked if I could book a mental health consultation I was met with the response ‘we don’t do that sort of thing here.’ So I went home extremely defeated. I have recently been trying to make follow up appointment at this practice regarding some questionnaires I filled out in April and have not had a single response back about yet. I made some progress by emailing about how to make an appointment without calling, only to find out that as a result of moving very slightly further away recently, I am no longer able to be registered at this practice and will need to find and register with another. This has left me feeling incredibly stressed and like all of my hard work and progress with gathering confidence to get in touch with doctors about things that are troubling me has been all for nothing. Overall it’s a good practice, if you ever manage to actually book an appointment.
Visited June 2022
DE Montfort Surgery has not yet replied.