Lion Health - Ratings and reviews
Reviews
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Review titled Poor communication with reception staff
Rated 1 star out of 5
by Rebecca - Posted on 18 April 2024
Had a call from the receptionist asking to see my child for a face to face appointment after having blood tests, I arranged an appointment for the following day. I got to the practice and booked in to be told the appointment was accidentally booked as a telephone consultation instead of a face to face. Luckily I spoke to the doctor who arranged for the appointment and she commented that this was an error with the booking team and I would need to re-book for the following week. This is absolutely frustrating and a complete waste of time for myself, my child and the practice. I spoke with the Practice Manager who offered apologies and was quite pleasant and took the time to listen to my complaint however this does not help my current situation. Getting an appointment is hard enough but to turn up and be told we cant see you today is ridiculous.
Visited April 2024
Review titled Lion Health
Replied on 25 April 2024
Dear Rebecca, Thank you for taking the time to provide us with your feedback, we always take both positive and constructive feedback into account when reflecting on how the Practice can improve. We are sorry to hear that you had a negative experience due to an error on our behalf within the appointment booking. We always try to ensure that patients receive the appropriate care efficiently when booking appointments, however on this occasion an error was made. We are sorry that this led to you feeling that your time was wasted for both yourself and your child. We are glad to hear that you were contacted by our Practice Manager to offer their apologies, we always try to ensure that patients feel listened to and their feedback is made aware to management where appropriate. Please be assured that this feedback will be taken into account so that we are able to prevent situations such as this arising in the future as much as we are able. Thank you again for providing us with this feedback. Lion Health.
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Review titled Not good
Rated 1 star out of 5
by Anonymous - Posted on 23 April 2024
Tried 3 days Friday Monday Tuesday each day did as told to call at 8 am 8am on the ball rang Was told to call back again next day as no appointments with doctor available
Visited April 2024
Review titled Lion Health
Replied on 25 April 2024
Dear Patient, Thank you for taking the time to provide us with feedback, the Surgery always takes into account both positive and constructive feedback. We are sorry to hear that you have had difficulty in obtaining an appointment as you mention you have tried on three occasions. Although we advise patients to ring up at 8am on the dot, it will ultimately depend on demand and how many patients are in the queue on the phone lines who also require appointments. We also recommend looking at online bookable appointments via Patient Access or the NHS App as well as in cases of non-urgent medical enquiries using our ‘Get Help’ form which staff will aim to respond within 2 days of the form being submitted. If there are no appointments available with a Doctor, we always aim to provide appointments with a variety of health care professionals who are also qualified and able to provide appropriate care. This can include Advanced Nurse Practitioners who are prescribers as well as Physicians Associates and Paramedics and in house Pharmacists some of whom are able to prescribe as well. Thank you again for your feedback, we aim to use constructive feedback to inform future Practice decisions. Lion Health
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Review titled Great service
Rated 5 stars out of 5
by Rakesh Mudgal - Posted on 08 March 2024
I sustained significant retinal tear in my right eye recently when I also came to know that I was mildly hypertensive. I received excellent care for the retinal tear at the Russells Hall hospital and my GP at Lion Health practice quickly arranged investigations for me including 24 hour ambulatory blood pressure monitoring in two weeks from the date of request. My GP, who I am not allowed to name here, has always endeavoured to provide prompt and compassionate care as long as my wife and I have been under his care. We are grateful to him and the rest of the team at Lion Health for the excellent service they provide in difficult circumstances and high demand most of the time.
Visited March 2024
Review titled Lion Health
Replied on 15 March 2024
Dear Rakesh, Thank you for taking the time to feedback on your positive experience at the Surgery. We are glad to hear that you are having your health issue promptly addressed with the help of one of our GPs. I have notified the clinician you saw and informed him of your positive feedback and it was greatly appreciated. We are happy to hear that you find our services excellent as this is something we always strive to achieve for our patients despite high demand. Thank you again for your feedback we take all patient feedback into consideration to help inform us in future Practice decisions. Yours Sincerely, Lion Health.
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Review titled A forgotten patient
Rated 1 star out of 5
by N Croft - Posted on 07 March 2024
Having had prostate cancer and a heart attack , I am supposed to have an annual review of meds and health following blood test results. The systems and work practices at Lion Health have reduced and diluted to the point where there is utter confusion in this practice. I had a call from a young lady (note not a Doctor) in early January to conduct a review of my meds and health. She had no idea I have to have psa blood tests etc, before any meaningful review could take place! So after the blood tests were done I had another call to say 'Blood tests are normal' When challenged on where the results lay within the range of normal, it appears I am on the very high end of normal for blood sugar. The same young lady couldn't give advice on this result. Moving on to early March I was given another appointment for the same med review! Only to receive a text saying oops this has already been done. I've received no contact from a doctor for help and advice on my high blood sugar levels despite Diabetes being prevalent in my family or any discussion on any of my blood test results. I really do believe I'm a forgotten patient, only to be contacted when my health deteriorates to the point of needing urgent medical intervention. Visiting the surgery to collect meds shows empty waiting rooms. Just what are Doctors doing now? Clearly seeing patients is no longer one of their activities.
Visited February 2024
Review titled Lion Health
Replied on 14 March 2024
Dear N Croft, Thank you for taking the time to feedback on your experience, we are sorry that it was a negative one which ultimately led to you feeling like a forgotten patient. We have an array of primary care health professionals who are each trained and specialised in their field so we would firstly like to reassure you that although your care may not involve a Doctor directly, you will be directed to a health professional who can provide appropriate care. We always try to provide patients with as much care and advice in order to manage their health conditions. There is limited advice we could provide regarding a blood result which has come back within the range of ‘normal’ however there is lots of useful advice on the NHS website and the Practice staff always recommend to patients that if they feel they have gotten worse to get back in touch. In regards to your comments about empty waiting rooms although this may have been your experience at the time of collecting medication, we assure you that our staff work extremely hard to ensure all patients are provided the care they need, this also includes home visits for housebound patients, online and telephone consultations for those who cannot come into the Surgery but require care as well as patients who come into the Practice itself. Once again thank you for taking the time to provide us with feedback we take all patient feedback into account when looking at future Practice decisions. Yours Sincerely, Lion health
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Review titled Brilliant Health Care
Rated 5 stars out of 5
by Alan Cope - Posted on 31 December 2023
Attended surgery feeling very unwell saw a paramedic who was very thorough and helpful had developed a chest infection so was given antibiotics also blood pressure high so monitor at home arranged a blood test then a another appointment was made to see a healthcare professional who I saw twice who was so kind and lovely who checked my blood test results and did a ecg another appointment will be made for me to see a doctor to go over results so from first call to a helpful member of staff on reception everyone were wonderful so thank you all
Visited December 2023
Review titled Lion Health
Replied on 02 January 2024
Dear Alan, Thank you for your feedback, we appreciate you taking the time to provide us with this feedback. We are glad to hear that you found our staff kind and helpful during your care. It is important to the practice that patients can effectively access the services they need so that they can get their health concerns addressed. I will ensure to pass on this feedback to the staff as they will be happy to hear that you were pleased with the services that they provided. Once again thank you for your feedback. Yours Sincerely, Lion Health.
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Review titled Professionalism and Dedication of Clinicians at Lion Health
Rated 5 stars out of 5
by Anonymous - Posted on 05 December 2023
Having attended Lion Health Surgery as part of my diabetic annual review I found the quality of care quite empathetic and humanely attended to patient needs and patient-focused as all aspects of care were tailored to address my medical conditions. The knowledge of the clinician involved is quite infectious and much applauded. Physiological markers obtained via blood test were well explained and effortlessly articulated with an action plan and management of the condition was put in place to reduce harm. The clinician provided a much-needed in-depth explanation and detailed assessment of the status quo of my diabetes. Apart from a meticulous approach and level of practical experience shared with patient and professionalism a testament to the calibre of the medical staff at Lion Health, which demonstrate excellent quality care. Thank you Diabetic Team at Lion Health
Visited December 2023
Review titled Lion Health
Replied on 12 December 2023
Dear Patient, Thank you for your feedback, your input means a lot to our staff in helping us to provide the best standard of service to our patients. We are glad to hear that our clinician provided you with empathetic standard of care and provided you with knowledge which was tailored to address your medical requirements. It is important to us that we can communicate effectively to each patient and provide as you mention a meticulous approach to our care. I will ensure to pass this feedback along to the clinician involved. Thank you again for providing us with this feedback. Lion Health
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Review titled Massive improvement with phone lines
Rated 4 stars out of 5
by Janet A - Posted on 30 November 2023
I called Lion health at 8am on Monday expecting a long queue, instead message said “your call will be answered in 4 minutes then 3 minutes “ then a Receptionist answered. After a brief explanation I was given an appointment to see a Doctor at lunchtime. Many thanks for endeavouring to upgrade your appointment system. It worked brilliantly.
Visited November 2023
Review titled Lion Health
Replied on 02 January 2024
Dear Janet, Thank you for your feedback, we appreciate you taking the time to provide us with feedback regarding our updated appointment and phone system. We are glad you were able to access the services you required quickly. I will ensure to pass on this feedback to our staff as they will be happy to know that our steps to improve are effective in its purpose. Thank you again for your feedback. Yours Sincerely, Lion Health
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Review titled A great experience during an emergency
Rated 5 stars out of 5
by Peter Williams - Posted on 25 November 2023
On the 22nd Nov I rang the surgery at 5.15pm (didnt catch the ladies name) but was told by her that I would get a call back from a GP. She showed great concern to my condition, which great difficulty in breathing. The GP rang me at 5.30pm. She spoke to me but I was unable to communicate with her due to my difficulty in breathing. I was asked if I could make my way to the surgery and that she would be waiting for me. I arrived at the surgery, and was seen within 3 minutes and given a thorough examination and treatment. I was put onto a nebuliser straight away. The doctor was kind enough to take my prescription to the surgery pharmacy and she brought the medicine back to me. The nurse was extremely concerned and polite and the doctor remained attentive throughout my visit. I cannot praise all the staff enough for the brilliant service I received. Usually I am the first one to complain if I have a problem with the surgery but this experience is 100%. I would like to thank all the staff, from receptionist to the doctor, nurse and pharmacist. In fact what was even more amazing was the fact that another doctor rang me 2 days later to ask how I was feeling. That is absolutely marvellous and again I cant thank the staff enough. Merry Christmas to all the wonderful staff. Peter Williams
Visited November 2023
Review titled Lion Health
Replied on 28 November 2023
Dear Peter Williams, Thank you so much for your feedback, we appreciate you taking the time to tell us about your positive experience and it means a lot to the whole team. We are glad to hear you were able to receive swift, attentive and good quality care throughout your visit from the staff and received a follow up call which you were happy with. I will ensure to pass on your feedback to the team as we take into account all feedback from patients. Thank you again for your feedback. Lion Health
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Review titled Great staff in all areas
Rated 4 stars out of 5
by Joanna Bond - Posted on 11 October 2023
Attended for my jabs today and also to register to access online services. Everyone was pleasant and helpful. Unfortunately, when I tried at home to access these services, it appears that the practice is not registered (as my practice? or with NHS?) which seems odd. I am quite unable to overcome this obstacle and would be most grateful if one of your team could perhaps see where the problem is and let me know how to overcome it. You do not appear to have an email address, otherwise, I'd have messaged you directly. Thank you.
Visited October 2023
Review titled Lion Health
Replied on 13 October 2023
Dear Johanna, Thankyou so much for taking the time to give us your feedback- it really means a lot to our teams. I will ensure one of our reception team come back to you with some support with online services. Kind regards LH
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Review titled Timely and effective
Rated 5 stars out of 5
by Marie Stevens - Posted on 10 October 2023
Following advice from a member of the reception team I dropped in a sample at surgery at 8.30am. By 1.00pm I was collecting antibiotics after receiving communication from a clinician. I can’t tell you how welcome this was but I’m so very grateful to lion Health. Particularly those working on reception who do so under very busy and what must be stressful circumstances.
Visited October 2023
Review titled Lion Health
Replied on 11 October 2023
Dear Marie Thankyou so much for your kind comments and for taking the time to give us some feedback. We are so pleased that you had a positive experience with the surgery; we try hard to ensure that patients have high quality interactions and experiences with our teams. Feedback is taken on board whether positive or otherwise and it means a lot to us that patients take the time to provide it. Kind regards LH