Heath Lane Surgery - Ratings and reviews
Reviews
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Review titled High quality care
Rated 5 stars out of 5
by Shirley Cox - Posted on 03 July 2022
I have been a patient at Heath Lane Surgery for many years and have always considered that the practice provides a very good service. I have recently needed to consult with a GP with a couple of health problems. The GP I saw was excellent, she listened to my concerns and treated me with kindness, sensitivity, and professionalism Not all health practitioners have such a caring manner, how lucky we are to have such a GP at Earl Shilton. On my following visit I was gutted to learn that the GP is leaving the practice. What a loss! I hope the practice realise what a quality GP they are loosing and appreciate what a positive contribution they have made. Very sorry I'm not allowed to name the GP in this review.
Visited June 2022
Review titled Heath Lane Surgery
Replied on 06 March 2023
Dear Patient, Thank you for providing your feedback, your comments have been passed on to the practice team. As a training practice we have lots of doctors come through the practice each year for a time who are all in different stages of their training and career paths. We can’t keep them all but it’s fantastic that we are able to provide training and shape the doctors of the future. Yours sincerely, Practice Manager
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Review titled Test Results
Rated 3 stars out of 5
by Long standing patient - Posted on 03 May 2022
I have recently had X rays on painful joints and would make the following comments. I don't like the system of obtaining the results over the phone from a receptionist as I does not give the patient the opportunity to ask questions. You have to wait 5 weeks for the next doctors appointment to seek clarification. No mention is made by the receptionist who wrote the test results that she ultimately read over the phone. The system of telephone call appointments is put forward as means of managing the workload. However the number of telephone appointments which have been taken (for the same problem) that have then been followed by a face to face appointment seems to indicate that the system is not operating. As an example I called the practice for severe pains in my hips and knees and explained that I could hardly walk. I was advised to take paracetamol. I explained that I had already been taking them but with no effect so I then had to make another appointment weeks later to see a doctor face to face, ie two appointments instead of one. I have been with this practice for nearly 40 years but I don't see any improvements in the system. The above is a specific case of how I see the practice not operating for the best for the patients but there have been similar instances in the operation of the practice that tell me that some of the systems fall short.
Visited May 2022
Review titled Heath Lane Surgery
Replied on 04 May 2022
Dear Patient Thank you for taking the time to leave your feedback. We appreciate any feedback that is received as this provides the opportunity for us to review systems and processes if/when required. I do apologise that you were dissatisfied with the recent service you received. The practice operates a telephone triage system daily in addition to the offering of face-to-face appointments. The telephone triage service is a system that works particularly well in our practice and most patients are pleased with the service they receive which you will be able to see by the results on the Annual National GP Survey. If you would like to contact me at the practice to provide your patient details, I can investigate your complaint thoroughly and look to see what could have been done better in your particular case. Thank you again for providing your feedback. Yours Sincerely Practice Manager Heath Lane Surgery