Lisson Grove Medical Ctr. - Ratings and reviews
Reviews
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Review titled Very poor communication
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
Requested repeat medication and heard nothing back for 10 days so phoned pharmacy to which my prescriptions are sent. They had not received any prescriptions from Woolwell and told me to contact them. I then phoned the prescription line taking 20mins to get through eventually to be told it is outsourced and all they were able to do would be to send an urgent request through and that even though that wouldn’t help me today it would get sorted and was told to phone nhs 111 to get an “emergency prescription” to keep me tied over. Phoned nhs 111 and after taking all the details I was told as it was within opening hours of my gp surgery I can only go through them. So I spent another hour on hold trying to get through to someone to be told that it was being sorted and was on the doctors desk waiting to be signed and that I should come in to pick it up. I was asked which surgery I wanted to pick it up from but after about a minute was then told that I could only go to Woolwell as that is where the duty doctor was. I then went to the surgery only to find it closed for 1hr for lunch. Which is fair enough but to have not been told that on the phone was poor. I tried ringing again to find out that even the phone lines close for that same lunch hour so there is absolutely zero contact to an nhs workplace during that one hour window every single day. I went round the back door as there was a note for deliveries to knock on back door. I was answered by a nice polite lady who did explain that they were closed but asked how she could help. She went in to try and find the prescription but as it was still on doctors desk it was not somerwhere she could get at it or even get it signed as the doctor is on lunch too. After explaining my situation that I am a night shift worker and would be unable to come back in after lunch etc she apologised and even with the nature of my medication (been on it for 10+ yrs and cannot be stopped cold turkey due to side effects) was unable to do anything and I now have to go a day without my permanent medication because nobody contacted me back when the prescription was not filled in the first place when there was still time left in my pill cupboard to avoid this farce!
Visited March 2024
Review titled Lisson Grove Medical Ctr.
Replied on 18 March 2024
Hi Thank you for your message and I'm sorry if you feel you didn't get the service level you would expect from us. I would encourage you to contact via our website and the Admin request https://florey.accurx.com/p/L83147 with any issues so we can properly investigate. As a general response, prescriptions are sent directly to the pharmacy and are digitally signed. I can't think of a situation where you would need to go in and collect a paper copy if you are a regular patient here. I would be more than happy to investigate fully if you are able to provide some further details. Many thanks Chris Practice Manager
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Review titled Appalling
Rated 1 star out of 5
by Sue Wallis - Posted on 01 November 2023
Asked them to complete private medical form. The person dealing with these goes in once a week so basically you have to wait months to get a response. They asked for health and welfare lasting power of attorney - they already have a copy of the registered lasting power of attorney for property and finances. They don't need this and I sent them a government link to prove it. That was 3 weeks ago and I've heard nothing - they haven't even got the decency to tell us they're not prepared to fill in the form. So we are left in limbo, unable to get Probate for my father, unable to pay my 92 year old mother's care home fees and improve her quality of life for the time she has left. All they want to know is whether we want her resuscitated and has she got a do not resuscitate request in place. It's absolutely shocking and shows how little they actually care about their patients. My recommendation - go to another GP surgery - there are others far better. This place wouldn't know good or decent customer service if it jumped up and bit them.
Visited October 2023
Review titled Lisson Grove Medical Ctr.
Replied on 28 February 2024
Dear Sue Thank you for your comments and apologies if there were delays in processing your private work. I cannot go into details of individuals or individual cases in an open forum but I can make some general comments. Usually 'private' work is non-NHS work that GPs are not contracted to do and as such will only be done if there is time and capacity regardless of any payment attached. NHS work will always come first. Sadly we see lots of attempts by family or friends to request things that maybe inappropriate or not in line with the wishes of other family members. Whilst I'm not suggesting this is the case here we will apply same the vigorous due diligence in all cases. I'm sorry again if this took longer than you would have hoped and I trust everything is now resolved. Yours sincerely Chris Practice Manager
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Review titled Superb service completely at odds with the media
Rated 5 stars out of 5
by Tony - Posted on 15 August 2023
Since January 2023 I have required numerous appointments with the surgery for medical reasons, all I can say is that the response has been superb. Despite what I read in the National Media, I have been able to get an appointment within days (in one case on the day), the correspondence between me and the surgery has been superb. I feel that I have received a first class service and I cannot recommend this practice enough. Okay the waiting room and entrance area could do with some TLC but as a practice they are very focused on‘patient first’ and I felt they have my best interests at heart.
Visited August 2023
Review titled Lisson Grove Medical Ctr.
Replied on 18 August 2023
Hi Tony Thank you so much for the review and comment, it is very much appreciated and I'll make sure all the staff see it. We are under a lot of pressure and demand is increasing but we do triage every request and will try and respond in an appropriate time scale. We are doing a bit of work around the entrance and waiting room but it will be in stages and patient care will always come first. Many thanks again and have a great weekend. Chris Practice Manager
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Review titled Check up
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
I went for blood pressure in January 2023. I was pushed on to scales how I feel with this nurse all my clothes on my jacket keys & phone all my winter clothes little did I know I been marked as overweight. I discovered it in August looking back at medical records. I now had trouble getting this removed off my own medical records I contacted the practise manager it appears I got no control over my own file. I am unhappy they also marked me as given weight advice i recieved none on the day & they mark me down as being good with food not really knowing my history with food and excessive exercise . As a solution this they want reweigh me to cancel it out which no way I’m ever going for check up how I feel.
Visited August 2023
Review titled Lisson Grove Medical Ctr.
Replied on 21 August 2023
Dear Anonymous Thank you for your review and I’m sorry that you feel you have not received good service from the surgery. I can’t comment on individual cases in an open online forum but I can make some general responses. We often take weight, height, blood pressure and other measurements when patients visit the surgery. We also encourage patients to use the automatic monitor in the foyer of both of our sites to ensure we have the latest measurements. These help monitor ongoing health and we expect fluctuations due to things like winter clothes (weight), rushing to the surgery (Blood pressure) and so on. For weight we use the national scale for Body Mass Index which is a guide and used accepted words – it is not perfect but provides a good guide. https://www.nhs.uk/live-well/healthy-weight/bmi-calculator/ These measurements are important and we would be happy for any patient to use the machines or book an appointment to ensure we have the latest and most accurate measurements. This is in the interest of the patient and their ongoing care. Patient records are a combination or various things and as such cannot normally be changed retrospectively. What we can do as a surgery is to add an entry stating the Patient disagrees, with one or more notes and we will gladly do this where appropriate. I hope that provides some clarity about the general background and general options in most cases. Many thanks Chris Practice Manager
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Review titled Still waiting for a booked phone consult from the GP
Rated 3 stars out of 5
by Tracy Cummins - Posted on 18 June 2023
I was asked to give my blood pressure reading via a link through my phone which I did. It was very high as was my heart rate and I do have a pre-existing heart condition, was asked to go in and get it checked with the nurse as it was too high, I did and she was also concerned and put a request for the GP to call me. This was nearly 6 weeks ago, with my blood pressure still rising to the point of headaches, I called after a couple of weeks as I have not heard anything so one of the staff members put a prompt on the system for him to action the task. This too was ignored, finally one of the lovely administration staff Booked me in last Friday 16th June for a telephone consult with a Dr C as numerous prompts by reception staff to the said GP to look at his tasks on his computer had been ignored, all Friday I waited for the call, three times I called the surgery to confirm it was definitely going to take place as my blood pressure and heart rate was rising still And then lo and behold by 8 o’clock nothing, so he had ignored not only the nurses request. Not only the staffs request but an actual booking for a telephone consult. With a large history of stroke and heart death in my immediate family. I am wondering if this is the only way that the GP in question will actually look to see what is going on. I appreciate how busy GPs are, but I also feel extremely let down by a surgery that has always given first class service to both me and my husband.
Visited June 2023
Review titled Lisson Grove Medical Ctr.
Replied on 19 June 2023
Dear Ms Cummins Thank you for your feedback. I'm sure you will understand that for confidentiality reasons it would not be appropriate to comment on an open forum about anyone's specific medical care or even to confirm whether they are a patient at Lisson Grove in Plymouth. I can say on a general level that we are very busy and all calls and requests are triaged and prioritised. However, booked appointments are normally kept but there are occasions when due to emergencies some may need to be moved. I would expect you to have been contacted if that was the case, if we didn't then I can only apologise. I will see if you are a patient here and check that the situation is in hand if you are. Apologies again if we have been at fault and I hope it will be rectified quickly. Yours sincerely Chris Practice Manager
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Review titled Easy experience
Rated 4 stars out of 5
by Stuart K.A.Law - Posted on 19 June 2023
Reception answered my call within fifteen minutes and after a few clinical questions said that a doctor would call back as soon as possible which turned out to be just a further 15 minutes. Consultation eas concluded satisfactoraly the whole experience taking less than an hour. A pleasing and smooth experience with a good result.
Visited June 2023
Review titled Lisson Grove Medical Ctr.
Replied on 20 June 2023
Dear Mr Law Thank you very much for your kind words and I know the staff will be delighted to see them as well. Despite the shrinking resources and increased demand we do try and manage people as quickly as possible through the system. Everything is triaged and we deal with the most urgent first. Very glad it went well and I hope your health is improving. Many thanks Chris Practice Manager
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Review titled Terrible waiting times
Rated 1 star out of 5
by Anonymous - Posted on 24 May 2023
I submitted the online form for an appt and was told via text that I’d be called by a GP in five weeks time. I patiently waited. On the due day, I had a call window of 7am - 8pm (!). I kept my phone with me all day and at 5:29pm I missed the call as I was collecting my spouse from work. I received no voicemail, email, or text of what would happen next. I waited a couple of days thinking that the surgery would either call back, or attempt to re-schedule. Nothing. I tried calling. No answer. I contacted them again via the online form explaining what had happened and that it was unacceptable - and then got a text reply the following day with another phone call appt in another three weeks, again between 7am - 8pm. A joke! I understand the whole medical world is busy (!) which is why I patiently waited the initial Joke of a five weeks for a phone call. But this is completely unacceptable.
Visited May 2023
Review titled Lisson Grove Medical Ctr.
Replied on 05 June 2023
Thank you for your review and I’m sorry if you found our service poor. As it is an anonymous complaint I do not know whether you are registered with us, Lisson Grove in London or another practice. If you would like to contact the surgery directly with your name we could check the veracity of what you have written and explain or apologise as appropriate. As a general response we triage all requests for appointments, if you had submitted online you would have stated it was non-urgent so the 5 week for a routine is not uncommon although longer than normal as the May multiple holidays did push the numbers up. We do give a wide window as GPs and other clinicians are often dealing with acute, on the day ,issues which will take priority but it is extremely rare that we do not call on the day given. As standard we make a number of attempts to call but again if you do not answer and an emergency comes it you may miss out, but this is rare. If you don’t answer and then miss appointmnet unless the severity of the issue is worse then we will just book the next available routine appointment. It would not be fair to cancel someone else’s slot to accommodate a missed call. As you acknowledge we are extremely busy and being asked to deal with far more appointments than we have staff for, we do everything we can but until we get more funding and more GPs in the system there is only so much we can do, sorry. Regards Chris
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Review titled The best practice in Plymouth and beyond
Rated 5 stars out of 5
by Allan Smith - Posted on 03 May 2023
I have used several different practices over the past 6 years since my previous three practices closed down. My family chose a different practice and have had nothing but trouble. However, Lisson Grove has been amazing. The doctors are knowledgeable and helpful and always follow up when required. But the thing that makes Lisson Grove stand out above the rest is the receptionists and other front-facing staff. They are so kind and extremely helpful - and also knowledgable. They are always compassionate and step you through support to pass you through to a doctor. Thank you, Lisson Grove staff.
Visited April 2023
Review titled Lisson Grove Medical Ctr.
Replied on 03 May 2023
Dear Allan Thank you very much for your kind words. Despite the pressures we are all under, we are very much committed to providing the best service we can, with the resources we do have. Undoubtedly our staff are key to that and so nice that the hard work they do, often in difficult and stressful situations, is recognised by patients. Sorry, your route to us was via closing practices but I hope we can keep providing you a good service for many years to come. I will share your kind words with all the staff who I know will be delighted to read them. Many thanks Chris (Practice Manager)
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Review titled They have no patient care
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
I am a person with disabilities, unfortunately I also have asthma, in January they changed my traditional inhaler with a generic one.After a few days of use I had side effects, I called on February 3rd explaining the reason, I was told that I had to apply online from the site. After 1 week I still hadn't heard back. I sent an email and again no response. .at this point I had to buy the inhaler at the pharmacy for £57. I managed to get an appointment on March 15th, but after 1 hour of waiting with pain and severe headaches, I was told that the appointment was wrong, despite having the confirmation messages from the surgery. .I got an appointment today March 22nd. Unprofessional service. And many other problems.
Visited February 2023
Review titled Lisson Grove Medical Ctr.
Replied on 25 April 2023
Dear Anon I'm sorry if you feel there is an issue with the prescription you were given. We are expected to follow national and local guidelines with regards to inhalers and other drugs. If you contact the surgery directly we can investigate the complaint directly, there is nothing we can do from here I'm afraid. Many thanks Chris Practice Manager
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Review titled Excellent Practice
Rated 5 stars out of 5
by Anonymous - Posted on 29 October 2022
I registered with this practice about a year ago due to the closure of my previous surgery. I cannot believe how pro-active and efficient it is. Wish I'd moved sooner. Great staff allround.
Visited October 2022
Review titled Lisson Grove Medical Ctr.
Replied on 31 October 2022
Hi Thank you for your kind comments they are very much appreciated. There have been a number of closures in the area over recent years and we have had to absorb a lot of extra patients. We do try and be as responsive to all patients within the constraints we work within. Thank you again for the comments which I will share with staff. Regards Chris Practice Manager