Lordswood House Group Medical Practice - Ratings and reviews
Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 10 April 2024
I had opportunity today to try the new procedure for contacting the practice. I completed a triage form, which was very simple, and I had a doctor ring me the same day to discuss my health and everything was resolved over the phone. The doctor, although not my own, was very kind, courteous, professional and knowledgable. Great service and the new system is very effective.
Visited April 2024
Lordswood House Group Medical Practice has not yet replied.
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Review titled Prompt review of symptoms
Rated 5 stars out of 5
by Tom Finnegan - Posted on 05 April 2024
The doctor gave me a thorough check over because of my symptoms which I thought might be a heart problem. After the Review, I felt reassured & very grateful for the care given.
Visited April 2024
Review titled Lordswood House Group Medical Practice
Replied on 09 April 2024
Dear Mr Finnegan, Thank you for your comments and it is great to hear that the doctor was able to reassure you. I will share your feedback with the team who will be delighted they were able to help and support you. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled communication
Rated 4 stars out of 5
by Anonymous - Posted on 20 March 2024
Whilst I have no qualms in recommending this practice for good care, I am not happy with the communication management. In March 2024You wrote to us informing us of the new appt system, which you know very well will be difficult and worrying for seniors...so you tell us we can contact you about using it, ...but no email is provided or a specific contact person...and why should we want to distract the DRs? Your letter did not explain that at a certain time each day, you would be making the online application form ' temporarily unavailable'.. communication omission ! Your online form offers the opportunity ( for some an obstacle) of sending an image. ..but no details of how this functions. Other practices have instructions available about the formats your system accepts, and how to go about sending an image either from a phone or computer. Few seniors have an at home tech savvy help assistant and accrx are not helpful either. The solutions are not rocket science...
Visited March 2024
Review titled Lordswood House Group Medical Practice
Replied on 10 April 2024
Dear Anonymous, Many thanks for your review and comments. In the weeks leading up to launching the new triage system at Lordswood Medical Group, it was our priority to communicate this to patients in different ways. This included by sms / video clip, on the Practice's phone line message and website, leaflets within the Practice and posting out information to those without mobiles or online access. Prior to launch, we did not envisage that we would need to switch off the triage system - unfortunately we have needed to do this on occasions due to staff sickness, and to prevent overwhelm for existing staff with the resources available. On such occasions, the Practice reverts to the former system where appointment requests are handled by receptionists. The following link explains to patients how to submit a triage request, including attaching photos for a medical request: https://support.accurx.com/en/articles/5390855-patient-support-how-to-submit-an-online-request-to-your-gp-practice Information with the same and other links about how to complete the triage form was sent via sms to patients before the triage system launch, alongside advice that a receptionist can help patients to complete the form or can complete it on their behalf, either in person or by telephone, if they cannot complete it themselves. Receptionists are always on hand to help, and can also help to explain how to attach images, should you have any further difficulties. We hope this addresses your concerns. Kind regards Lordswood Medical Group
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Review titled Awful services
Rated 1 star out of 5
by Nicola mcsharry - Posted on 09 February 2024
I call to make an appointment today to se a doctor. I first spent 35 minutes on the phone to get through to the receptionist. Upon doing so her cold and unsympathetic attitude was the first obstacle I came across. I was told there was no appointments left for that day and March was the next appointment. I was then questioned about why I needed the appointment to see a doctor and made to feel as though I was a problem and embarrassed for calling in the first place. No empathy. I felt as though she was just getting rid of all her calls. I have a telephone appointment in a weeks time not with my gp meanwhile I have to continue with my symptoms. The level of services I experience when contacting my doctors surgery has deteriorated it’s not worth contacting them if you are unwell.
Visited February 2024
Review titled Lordswood House Group Medical Practice
Replied on 19 February 2024
Dear Nicola McSharry, Thank you for your feedback and I am sorry to hear the service you received fell below our usual expected standard. Our trained receptionists do need to understand why you are requesting an appointment in order to direct you to the most appropriate clinician. As a practice, we understand patient's frustrations at having to wait, but demand for our services at this time is particularly high and we continue to do the best we can with the resources we have available to us. There is always an on call provision every day for more urgent appointments should this be required. By mid-March, we will be introducing a full triage service, led by our GPs to try and help us further manage the increased patient demand. Further details about this can be found on our website. We appreciate you taking the time to provide feedback. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Good practice.
Rated 5 stars out of 5
by Eileen Vaughan-Moore - Posted on 08 February 2024
Once I got a consultation, the receptionist and Doctor were friendly and professional. Getting through on the phone takes time and a great deal of patience.
Visited February 2024
Review titled Lordswood House Group Medical Practice
Replied on 19 February 2024
Dear Eileen Vaughan-Moore, Thank you for taking the time to feedback about your recent experience. We are aware there are sometimes long waits on the phone due to the high level of demand for our services currently and we are sorry for any delay in answering your call. From mid-March we are introducing online triage for patients to help manage this demand and further details about this can be found on our website. Thank you for taking the time to provide feedback which I will share with the rest of the team. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2024
After 1 hour and 45 mins waiting in a queue for an appointment. I was told no appointments at all and to call the next day. I am a GP myself and don’t have the time to keep calling back to make an appt. Truly shocking and poor access. I will not be staying with this practice.
Visited January 2024
Review titled Lordswood House Group Medical Practice
Replied on 19 February 2024
Dear anonymous, Thank you for getting in touch and I am sorry to hear about your recent experience. As a fellow colleague, I am sure you can appreciate that a Monday morning is the busiest time for contacting the practice. Despite having as many staff as possible available to answer calls, demand for our services is incredibly high at this time. From mid-March, we are introducing an online triage system to further help manage demand for our services. Further information about this can be found on our website. This might be a preferred option for you rather than having to call us and make access a little easier for you should you decide to remain with us. Thank you for taking the time to feedback. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Awful receptionists
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
Cannot get to see my doctor even tho doctor told me to make appointment january.have to go to surgery to request prescription even tho on repeat but whilst ther cannot get appointment with doctor as cannot get past barrier of rude receptionists.what to do? How can this be happening that we cant get to see a doctor.ridiculous set up!
Visited January 2024
Review titled Lordswood House Group Medical Practice
Replied on 12 January 2024
Dear Patient, Thank you for your message and I am sorry to hear you were unable to make an appointment with your doctor. We do have a number of appointments available, including book on the day, so please do get back in touch with the practice and we will do our best to help you. We take patient feedback very seriously and will use your comments to help us improve our services to patients. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Long delays in replying NHS mail message and phone
Rated 3 stars out of 5
by Nadeem Ahmed - Posted on 02 November 2023
I was desperately trying to chase result of an investigation from my practice that was done in September 23. I sent message via my NHS app 2 times in october. First time I was asked to wait. Second time no reply from practice, after 7 days of waiting called surgery and was on hold for 1 hour before someone answered my call. Receptionist and admin staff were helpful and eventually were able to answer my query. Practice should have replied to my message in 7 days and that would have saved lot of mine and receptionist time.
Visited November 2023
Review titled Lordswood House Group Medical Practice
Replied on 12 January 2024
Dear Nadeem Ahmed, Thank you for your message and I am sorry for any frustration that was caused. The initial wait was because we had not received the information we needed to pass on to you but I am glad this has now been resolved. We take patient feedback seriously and will use your comments to help us improve in the future. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Forget about getting through on the phone
Rated 1 star out of 5
by David Stubbs - Posted on 27 November 2023
I am currently 'caller number 4 in the queue' as I attempt to get test results. I've been holding 20 minutes to get this far, at the start I was 'caller number'. Are people being served or are they just giving up on being on hold? I know that in theory I could make an online application, but my account is locked for some reason and after holding for 18 minutes earlier today on that issue I gave up. Lordswood really do not offer an acceptable service ps update it's 24 minutes holding and I'm still 'caller number 4 in the queue', at this rate of progress i have another hour to wait, tricky thing is that they may close the lines before i'm 'served'
Visited November 2023
Review titled Lordswood House Group Medical Practice
Replied on 12 January 2024
Dear Mr Stubbs, I am very sorry that you had a long wait on the phone when trying to reach us. We do offer the facility for you to receive a call back to save waiting and this also maintains your place in the queue. Similarly, to have access reinstated to your online account where you will be able to access all of your results, please use the contact form on our website and our team will arrange this for you. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Excellent response
Rated 5 stars out of 5
by Mary Osborn - Posted on 25 September 2023
I am struggling with ear/chest infection… the Receptionist rang me back within 30 mins and offered an appointment next day! Cannot praise the Reception team and GP I saw highly enough. This is a very efficient Practice… only minus is that there was no water machine in reception.
Visited September 2023
Review titled Lordswood House Group Medical Practice
Replied on 25 September 2023
Dear Mary, Sorry to hear you are not well and thank you for your very kind comments about our service. We are delighted that we were able to support you. I will share your feedback with the team who will be delighted to hear your comments. Sorry about the lack of a water machine but unfortunately at this time we have no plans to install one. Kind regards Angie Newton Business Manager Lordswood Medical Group.