Bowling Green Street Surgery
29-31 Bowling Green Street, Leicester, Leicestershire, LE1 6ASContact details and opening times
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Reviews
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2023
Every time I ring the clinic I have to sit on hold for 30 mins and then the phone cuts out. The receptionists are rude and unhelpful when you do get through. I had an appointment cancelled 10mins beforehand through text message with no follow up to rebook even though the message said they would. Had to wait 6 weeks to just get a 10 minute phone call with a doctor - honestly I hate having to phone as they are all just so rude and act as if I am putting them out by calling to try and get appointments or test results.
Visited May 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Bowling Green Street Surgery and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to accessing the practice via telephone and long delays on hold before calls are answered, the lack of available appointments and short notice on the day cancellation of appointments and staff attitude. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)