Leyton Healthcare 4Th Floor - Ratings and reviews
Reviews
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Review titled No show appointment
Rated 2 stars out of 5
by Steve - Posted on 20 March 2024
Telephone appointment with nurse for my daughter that took two weeks to get and then no-one rung between the agreed times. And you complain about patient DNAs.
Visited March 2024
Review titled Leyton Healthcare 4Th Floor
Replied on 22 March 2024
Dear Steve Thank you for recent comments. Let me offer an apology for the fact that you never got the call you booked for your daughter 2 weeks ago with our nurse. We have investigated your complaint and somehow your old mobile number was used to contact you. You have now kindly given your new number again so thank you very much for your patience and understanding. Yours sincerely Dr D Kapoor Senior Partner
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Review titled Despairing
by Anonymous - Posted on 16 April 2024
I would give zero stars if one could. The front/ reception team are an unhelpful bunch!! The patronising is real. I can’t remember ever having a good impression since I’ve been a patient! First call explained my situation and was told to use e-consult. After one week waiting no one replied to my e-consult request. Back on the phone oh dear …Been for one month calling and trying to get 1 form filled by GP and after 1 e-consult request not replied 4 emails back and fourth and 3 calls been told the doctor that fills in forms only does consultation on Wednesdays therefore need to wait another week because he will call me to fill in the form! One month in this shenanigans not allowing me get medical attention for my health issue is despairing…
Visited March 2024
Review titled Leyton Healthcare 4Th Floor
Replied on 22 April 2024
Dear patient Sorry to note your dissatisfaction with the reception team. I have made a note of your comments for the future training purposes. However because of the busy nature of General Practice and given the time constraint, we are giving priority to health needs rather than filling up forms which are only done once a week. I am happy to explain this further if you would ask for a telephone appointment with me to discuss your complaint. Yours sincerely Senior partner Leyton Healthcare
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Review titled Dr great, reception appalling
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
I'll start with the good. The doctor was great, she listened to me, prescribed what I needed, and I'm very happy. The not so good......I called in the other days to pick up something and there were 4 receptionists who basically ignored my presence. I stood waiting at the Please Wait Here sign whilst two of the receptionists were talking to the nurse and the other two didn't even look my way. I waited, and waited, caught the eye of the nurse a couple of times and still nothing. I shifted position in the hope that they would acknowledge my presence...and still nothing. Finally the nurse asked one of the receptionists to help me. Not a soul in the waiting room, not one of them on the phone taking appointments. I don't even know why I'm bothering to leave this review as having read the other reviews, I'm clearly not alone in thinking that the reception could do with a masterclass in customer service. Look up, acknowledge people who are waiting, if you are busy tell them to wait one moment....is it really that hard?
Visited February 2024
Review titled Leyton Healthcare 4Th Floor
Replied on 18 February 2024
Dear patient Thank you for your feedback. Your positive feedback about one of our Doctors is encouraging. I shall pass on your comments to her. I would however like to offer you my sincere apologies for your poor experience in the reception area.Your negative feedback is important to us and we shall use this to further improve the patient experience. Let me reassure that you will not experience this lack of empathy/support again. You can always speak with me on any practice related issues. Kindly ask for a telephone appointment with me. Yours sincerely Dr D Kapoor Senior partner
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Review titled 0 Star
Rated 1 star out of 5
by Anonymous - Posted on 22 January 2024
I would like to share my experience with the GP it’s been 5 years I haven’t done any health checking I called the GP Friday because I was in pain kidney pain and feet swelling my health condition was very bad a lady said I’ll book appointment for next week by phone Dr will call you in Thursday not even face to face appointment phone call appointment what kind of GP is this
Visited January 2024
Review titled Leyton Healthcare 4Th Floor
Replied on 02 February 2024
Sorry to note of your experience but I would consider getting a telephone appointment with a GP within a few days to assess your 'kidney pain' is quite good compared to many practices up and down the country who are struggling to meet an ideal two week GP appointment. Telephone triage is much quicker and more efficient and leads to a face to face appointment if necessary, sooner. Yours sincerely Senior Managing Partner
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Review titled New patient and not happy
Rated 2 stars out of 5
by Anonymous - Posted on 13 September 2023
I telephoned to arrange a call from a doctor regarding pain management I was informed the next appointment was 15 days away from the receptionist so I was expected to remain in pain until then.she said the treatment starts with physiotherapist which was wrong that is second part of treatment Can reception staff not use their own initiative when a patient calls in pain it is a serious matter. My previous GP in a different area called back within 12 hours of requesting help. First contact staff have no experience in pain management or preparation of a medical plan for patients only doctors and consultants can do this I would be happy to discuss with practice management if they could contact me
Visited September 2023
Review titled Leyton Healthcare 4Th Floor
Replied on 19 September 2023
I am very sorry to learn of your experience with the receptionists. However, because a GP appointment does take time, you were given an alternative and quicker appointment with our physiotherapist for your pain management. What's unclear here is if your pain management request was for a musculoskeletal problem or not. If your pain is not joint related then you would have been given an urgent telephone appointment with a Doctor. I would like to invite you to speak with our Practice manager as you suggested. Looking forward to your call. Best wishes Senior Partner Leyton Healthcare
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Review titled Incorrect information
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
You booked a blood test appointment at Queens Road Medical centre for 12 September and I must pick up the form from The Orient Practice before I have the test. Then you said I don't need to pick up the form. I received a call yesterday to say Queens Road do not have the form and they have cancelled my appointment. The lady said she will ring me today at 10.00am to confirm the cancellation but I have not received a call. As I care for my 91 year old mother, I made arrangement for her care while I attend this appointment which I now had to cancel. An early reply would be appreciated
Visited August 2023
Review titled Leyton Healthcare 4Th Floor
Replied on 19 September 2023
I am sorry to learn of your experience. Just to clarify, We are Leyton Healthcare on the 4th floor and there is no 'Orient' practice any longer. I think you might have been misdirected by an out of hours service on the first floor. We are happy to offer you a telephone call with our practice manager to explain further. Please call reception and ask for the practice manager. Many thanks. Yours sincerely Senior Partner Leyton Healthcare
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Review titled Very bad
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
The receptionist are very rude face to face or by phone I always have to chase my son medications and even to see a doctor you can’t I got a big health issue they don’t care
Visited July 2023
Review titled Leyton Healthcare 4Th Floor
Replied on 20 November 2023
Thank you for your comments. Sorry to note of your bad experience with the reception team. Please accept my apologies for a late response. I can investigate your complaints but would like more details. Can I please request that you ask to be given a telephone appointment with me? Many thanks. Yours sincerely Senior Partner
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Review titled Extremely poor service.
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
This Practice is beyond ridiculous. The receptionist are rude, no phone matters and lack of knowledge in what they do. It is hard to get an urgent appointment at this Practice, the next appointment they will offer is normally a month or two until you could be booked in for a phone consultation, not even f2f. Its like you need to be in your last breath until they actually offer to help you. When booking an appointment they will ask you to do an e-Consult and even with that when completing it and when they detected that your problem is urgent it will ask you to 'Call you GP for urgent help' so its like you're stuck in a limbo.
Visited April 2023
Leyton Healthcare 4Th Floor has not yet replied.
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Review titled Currently searching for a new practice.
Rated 1 star out of 5
by Danielle - Posted on 09 December 2022
Feeling very frustrated with this practice. It is near impossible to get through on the phone - yes, the queues are long, but that’s not the issue. I missed a call from a Dr this morning, and I immediately (within seconds) tried to call the surgery back, but after trying to get through for over an hour, I gave up. Their phone line is temperamental. After waiting ages in the the queue (from caller 13 to 6), it dropped the call. I kept calling back. The calls kept dropping after a few minutes on hold. Every few times it just had a message about there being technical issues with the phone line or something, so I had to hang up and try again. When I finally was able to get up to 1st place, someone answers and, before I get the chance to speak, she asks me to hold. £1m to whoever can guess what happens next. The line cuts. I’ve worked in admin before and it is usual practice to call someone back if their call dropped while they were on hold with you. No call back. Ok, the surgery is busy (I’ve preempted your response). I tried calling another 10 times today after that, in the afternoon, because my daughter really needed that appointment but could I get through? Nope. At 16:24, there was a message saying the practice is closed. Called a few times after that to make sure it wasn’t an error. Incredible. I also find it mind blowing that at least 5 minutes are dedicated to each appointment yet a GP will not attempt to ring the patient’s phone again when they don’t get through the first time, considering we are not given a precise time for the call and may have missed it by seconds like I did today. It’s a bit like when you don’t want to speak to someone but you’re forced to call so you let it ring a couple times and hang up so you can say, ‘hey, I tried to call!’ The message I received says something along the lines of, ‘call the surgery for another appointment if you still need it’, but fat chance of even being able to get through. I still don’t understand why this surgery is operating on a telephone appointment only system still when so many gps have resumed in person bookings. How can you medically assess someone’s symptoms over the phone? In person, you could surely see other symptoms that may not be mentioned over the phone. Symptoms a photo cannot always pick up or a patient may not fully be able to describe. We may as well all register with internet GPs because it’s basically the same service. It might actually be easier to get through to them though! Words cannot describe how fed up I am of having this experience over and over again. Let me be clear, this is not the first time. But it will be my last. I’m sure many patients of Leyton Healthcare are fed up. If it wasn’t for the amazing care I’ve had from the nurses I would’ve left already. Unfortunately, nurses alone cannot carry a surgery. Currently searching for a new practice.
Visited December 2022
Review titled Leyton Healthcare 4Th Floor
Replied on 16 December 2022
Dear Danielle Many thanks for your comments. We are sorry to note of bad experience last Friday. If the the call is not answered on the first attempt they will make a 2nd attempt around 20 minutes later. If there is still no contact a text message is sent to the patient. It may be that the gp was unable to contact you on the second try as you were ringing the practice at the same time. Please check your phone for the text message from the gp. We believe that telephone triage prior to a face to face appointment is the most effective method of consultation. If the gp feels the patient needs to be seen they will be generally be given a face to face appointment the same day. All practices around the country are following this innovation and we have found this works well for the working population and others who are less able to attend the practice. With regards to the telephone message we have checked our this and it states that we close at 6.30pm. We are sorry if you have had problems getting through but we were not aware of any technical issues on that day. yours sincerely Senior Managing Partner and the Management team
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Review titled Rude and abrasive
Rated 1 star out of 5
by Anonymous - Posted on 22 December 2022
The surgery site lists multiple numbers for contacting them, including an internal number. If you so happen to call this number, the person answering you will berate you for calling this number. If you do call the “right” public number, not only are they slow to answer, but they are rude and argumentative. Several times have I had missed medication prescriptions because they require a medication review and you have to proactively book it… for a time well beyond the renewal for the prescription. Reception is completely helpful in this manner and threaten to not answer the phone if they see your number.
Visited December 2022
Review titled Leyton Healthcare 4Th Floor
Replied on 23 December 2022
Thank you for your comments. I am sorry to know of your experience. Your comments will be fully investigated after the holiday period. We do not give out any internal number.There is another NHS service on the lower floor as you may be aware. However let us investigate your comments and I shall revert back to you on this website. Yours sincerely Senior Managing partner