Leen View Surgery - Ratings and reviews
Reviews
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Review titled Doctors are good but reception are rude
Rated 2 stars out of 5
by Anonymous - Posted on 22 March 2024
This doctors seems to have lovely staff however the reception bar one staff member on there have been the worst part about my visit here. The staff are rude, make comments about you to one another while you’re on the phone, don’t read your notes regarding times to contact and preferred contact methods. I am a carer myself and work night shifts and specified this on an online appointment request form, after chasing up the appointment and trying to book one in the meantime (with no luck) I waited out the online form, I had two miss calls on a morning I specifically said not to contact me on, this was written in my notes and also on my online form. I called back the number and realised it was the doctors to my confusion and stated to them when I managed to get through that I had two missed calls and didn’t know why, this was then met with a very brief explanation, chats and comments with the colleagues next to them and followed by a rude comment basically saying I should have picked up if it was needed, I then stated that I work nights to be met with the response of “you should have stayed this in your form”, I explained that I did in both my appointment notes and personal notes on my profile and then they just said “you’ll have to try again we have nothing for you, bye”. I wouldn’t have minded as much because everyone has bad days and such where they forget things despite it being in a basic job description but there wasn’t even an apology and that’s the part that bothered me the most. If there was a simple apology rather than being brushed off and hung up on I would have came away from the conversation more happier than I did.
Visited March 2024
Review titled Leen View Surgery
Replied on 09 April 2024
Dear Patient Thank you for your feedback. I am Debra Juett, Practice Manage at Leen View Surgery. I would like to offer my sincere apologies for the poor experience you received from our surgery. I read from your feedback that your contact with us was not satisfactory. There seems to be a lot of issues with your contact with us and you did not get the desired outcome. If our staff came across as rude and unhelpful then I apologise again. I will use your feedback as an anonymous example at a staff meeting to try and improve our service and the way in which calls are handled. If you would like to speak to me directly I would welcome you to contact me to discuss this matter further. Please contact the surgery and ask for me personally and I will get back to you. Kind regards Debra Juett Practice Manager
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Review titled Good Response
Rated 5 stars out of 5
by Anonymous - Posted on 15 February 2024
Before an elderly relative was admitted to hospital, the Surgery were excellent in assessing him and finding the right route forward. Also excellent in the support the family member, on his discharge from hospital, received from the Surgery. I consider this Surgery a very good one, with the Patient in mind,
Visited February 2024
Review titled Leen View Surgery
Replied on 09 April 2024
Dear relative Thank you for your positive feedback. We are pleased that the service and treatment provided by the staff at Leen View Surgery was to your satisfaction. We do our very best to ensure all our patients are treated well and that family is also supported. Your comments will be passed to the rest of the team. Kind regards Debra Juett Practice Manager
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Review titled General
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
Never acknowledged when waiting to get booked in. Standing whilst two person have a collective conversation in front of you so you can here the details yet they don’t acknowledge you. Very rude and no confidentiality. No politeness. Not the first time either.
Visited December 2023
Review titled Leen View Surgery
Replied on 12 December 2023
Dear Patient My name is Debra Juett and I am the Practice Manager at Leen View Surgery, I am very sorry for your experience during your recent visit. Our reception team are trained to deal with our patients in a friendly, confidential and professional manner and I apologise again if this was not the case when you visited. I will discuss your feedback with the team to help prevent this situation from reoccurring. If you would like to speak to me in person to discuss this further I will happily arrange to see you. Please contact the surgery and ask to speak to me. Thank you for taking the time to leave feedback. Debra Juett Practice Manager
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Review titled Ignorant management
Rated 1 star out of 5
by Andy Newburn - Posted on 23 January 2024
The only good thing about this Dr's are the nurses because the Dr's forget to make the referral that I needed and Apparently the practice manager is too even spare 5 minutes for a phone call or to respond to a letter.
Visited September 2023
Review titled Leen View Surgery
Replied on 24 January 2024
Dear Mr Newburn Thank you for your review and apologies that you are unhappy with the GPs and management at Leen View Surgery. I am the Practice Manager and you are scheduled for a telephone call today as previously arranged with you. I can understand your frustration when you are waiting for contact from the practice and hope you can understand that at times we are very busy. I will discuss your concerns about the referral mentioned in your comments and try to resolve this. I will pass onto the nurses that you are satisfied with the care they provide and I will happily discuss your concerns during our call. Kind regards Debra Juett - Practice Manager
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Review titled Superb Service
Rated 5 stars out of 5
by Joanne - Posted on 14 June 2023
The service here is nothing short of outstanding. Yes, waiting to get through on the phone can be frustrating but it’s how all surgeries are now. I’ve had a couple of health problems since having my children. I felt embarrassed about them but I’ve been treated with nothing but dignity and respect with this surgery. They’ve been so kind over the phone and always accommodated my requests. There has even been a time I was really desperate for help, I couldn’t get through so I emailed. It isn’t the usual way to get an appointment but the lady knew I needed help urgently so she called me straight away. I will be forever grateful, she didn’t know how she saved me that day. I had a negative view of the surgery when I first joined but actually, they’re all really lovely and do want to help. That includes the doctors.
Visited June 2023
Review titled Leen View Surgery
Replied on 15 June 2023
Hi Joanne Thank you for the time you have taken to leave feedback for Leen View Surgery. You rightly mention how busy the phones are especially first thing in the morning. We are constantly trying to improve this. We are really pleased that you managed to get an appointment and are happy with the care and treatment provided by the whole team at the surgery. Your comments will be discussed with the team as it is nice for us all to hear that we are doing a good job! Kind regards Debra Juett - Practice Manager
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Review titled A little sympathy would go a long way
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
Let me start off by saying i wholeheartedly understand the pressures the healthcare systems are under, and therefore i would not be contacting a practice if i did not have a genuine health concern. I have never complained about a service before, however the treatment i received today has disappointed and upset me which has prompted me to write this review. I already suffer with anxiety and would not be making a call if i could have avoided it at any cost. Alas, due to my symptoms i have contacted the surgery today as i have a developing health situation that i cannot seem to get under control myself. When the phone was answered i was using my best manners, explained i needed to see a GP. I was asked about my symptoms, here is where my issue arises ; What I wanted to explain ; i am having some health issues that i cannot seem to get under control with over the counter medicine and the symptoms appear to be developing and spreading to other areas of my body. Well.....i only got through the first sentence before the receptionist decided to cut me off and offer me a phone appointment. I was taken aback and attempted to go through my issues again, but to no avail as was cut off again, the receptionist stating "so just a sore throat then" i tried saying "well yes but also..." But before i could finish i was cut off again and informed i can have a phone appointment as the surgery is very busy. I have agreed to the phone appointment as i was stunned by the tone i was spoken to with. I do not expect to be treated like royalty but a little bit of compassion and basic manners would go a long way. Again, i do appreciate the difficulties health sector is facing. I would not be contacting the surgery if i really did not need help or if i could have possibly dealt with the issues myself. I just wish i was fully listened to so i could have explained the reason for needing an appointment, and not made to feel silly for attempting to access healthcare.
Visited December 2022
Review titled Leen View Surgery
Replied on 22 December 2022
Dear patient Thank you for taking the time to leave feedback for your recent contact with Leen View Surgery. I am the Practice Manager and I offer my sincere apologies for your poor experience. As you are aware we have been experiencing high call volumes and lots of requests for appointments and our reception team are very busy. I will speak with the team to ensure that the high level of customer service which is expected is provided. Our team are trained to listen and be compassionate towards our patients and apologise again that our service did not meet the expected standards. If you would like to discuss this further please do not hesitate to contact the surgery and ask to speak to me personally so I can reassure you that improvements will be made. Kind regards Debra Juett
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Review titled Fabulous Practice
Rated 5 stars out of 5
by Display name - Posted on 26 December 2022
The Doctors and Nurses working at Leen View have cared for my very elderly parents for over six years. When my father died they went over and above to continue looking after him (although out of the surgery area once Dad moved to a nursing home for his final two weeks of life). My Mum has always had excellent care and the surgery have worked with the family to prevent her going into hospital - especially in the past few days before Christmas. I cannot rate the approach, care and liaison with our family enough. The reception staff are equally professional and most helpful.
Visited December 2022
Review titled Leen View Surgery
Replied on 15 June 2023
Dear reviewer Thank you very much for the time you have taken to leave feedback for Leen View Surgery. We are pleased we were able to provide the care your dad required. We hope to continue to provide good care to all our patients. Your comments are appreciated and will be fed back to the practice team.
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Review titled Not accessible phone etc
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2022
Apparently i fall under this practice now Riverlyn has been taken over so its Leen views management thats responsible of not being able to contact anyone at either practice in regards to even talking to someone. And repeat prescriptions not done over phone. Automated message.
Visited November 2022
Review titled Leen View Surgery
Replied on 01 December 2022
Dear patient Thank you for your feedback. Please accept our sincere apologies for the difficulty you have had trying to contact us. We had issues with the telephone system during the transfer of the phone line earlier this week. We hope that now this is fixed contacting us should be a lot easier. We do not take prescription requests over the telephone, we encourage you to get online access and order that way, this is a safer and more efficient way to order. If this is something you would like to do, please come to reception with some ID and we will happily set up an account. We once again apologise for any inconvenience or frustration caused to you. Debra Juett Practice Manager
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Review titled Phone lines
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2022
Once you get an appointment with this gp surgery the doctors are great. Its getting the appointment that is the problem. The phone lines can never be connected. The phone lines say call cannot be taken until the afternoon most days and then once it finally rings there is never anything available, even if you have constantly tried to ring since the morning and the calls only just start to get connected. Im sure we all understand COVID has had an impact etc but there is absolutely no excuse for the phone lines to never be connected. This is why so many people end up wasting a&e’s time because tou physically cannot even talk to anyone at the practice!
Visited July 2022
Review titled Leen View Surgery
Replied on 28 July 2022
Dear Patient Thank you for providing feedback for Leen View Surgery. I am the Practice Manager and would like to apologise for the poor experience when trying to contact us by telephone, I understand how frustating this can be. As you are aware, our phone lines are extremely busy and although we do have multiple staff members answering the telephones sometimes we still struggle to answer calls quickly enough, this means that at times and if the call queue is at capacity it tells the caller that their call cannot be connected. We know this is not ideal. We continually try to improve our systems to ensure our patients are able to contact us. Are you able to use the NHS App? This will then link you with PKB which is another online service that puts you in touch with the surgery without having to go through the telephone system. This may help you. For more information please search "NHS App" or "Patients Know Best (PKB)" I will be happy to discuss your issues further.