Leach Heath Medical Centre - Ratings and reviews
Reviews
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Review titled Appointment
Rated 1 star out of 5
by Keith Jones - Posted on 15 February 2024
Rang at 08.00 to try and get an appointment,got the obligatory message about how busy the surgery was to try later.12 attempts later at 08.18 got into the queue.Worked my way up to number 2 in the queue at 08.28 never got any farther, kept telling me to wait for an agent to answer my call,no one ever did,rang in another phone at the same time whilst still on my original call,got an answer at 08.45 only to be informed surprise surprise that there were no appointments available.Still no answer on my original call
Visited February 2024
Review titled Leach Heath Medical Centre
Replied on 19 February 2024
Dear Mr Jones, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. We do appreciate your feedback and can only apologise for the delay in answering your call, our lines are very busy and sometimes it can take longer to answer them, we are in discussions with our telephone provider on ways of improving our telephone system. You can always go onto our website lhmc.digipractice.org and there is an option consult your doctor, you can send messages to us via this and we do have an email address for patients use as well, the email address is info.leachheathsbpct@nhs.net, these are monitored by our staff throughout the day. If you wish to discuss the matter further please do not hesitate to contact us. Kind regards Paula McDonald
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Review titled Appointment system is wrong wrong wrong
Rated 2 stars out of 5
by Paul - Posted on 02 February 2024
Received message about blood tests results, need to make appointment with doctor but they can’t give me anything till March , what a joke they messaged me ????? Jokers !!! Told me to go online no thanks sort your doctors practise out !!!
Visited February 2024
Review titled Leach Heath Medical Centre
Replied on 09 February 2024
Dear Paul, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. I do apologise for the issues you have had trying to get an appointment. Just to make you aware you can go onto our website lhmc.digipractice.org and there is an option consult your doctor, if you click on this and go to the box I want help for a medical issue then complete the questions, this request then gets sent to the practice and triaged by a member of staff and the appropriate appointment will be offered to you. We have an email that our patients can use to contact us, the email address is info.leachheathsbpct@nhs.net. We are also in discussions with out telephone provider exploring ways to improve our telephone system. If you wish to discuss this further please contact the surgery and speak to myself or our Reception Manager, Dr Ahmed has also advised that if you could let us know your surname he will look into your results. Kind regards Paula McDonald
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Review titled Poor practice
Rated 1 star out of 5
by Gary Hayward - Posted on 26 January 2024
I recently had a surgical procedure at the Royal Orthopedic Hospital where an anaesthetist performed an arm block. He observed that I had a some irregular heart problems and should contact my GP. My first attempt to book an appointment as a non emergency resulted in a 5 week wait so I attempted to book a same day service appointment. Having started at 8.00 am I eventually got through at 8.45 only to be told that there were no appointments available and try again the next day. I have decided to book the appointment for 5 weeks time as repeating a failed process is futile. I have effectively been denied access to a GP and where the GP service was created as a solution to community health care this practice has now become the problem
Visited January 2024
Review titled Leach Heath Medical Centre
Replied on 30 January 2024
Dear Mr Hayward, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. I do apologise for the issues you have had trying to get an appointment. Just to make you aware you can go onto our website lhmc.digipractice.org and there is an option consult your doctor, if you click on this and go to the box I want help for a medical issue then complete the questions, this request then gets sent to the practice and triaged by a member of staff and the appropriate appointment will be offered to you. We have an email that our patients can use to contact us, the email address is info.leachheathsbpct@nhs.net. We are also in discussions with out telephone provider exploring ways to improve our telephone system. If you wish to discuss this further please contact the surgery and speak to myself or our Reception Manager. Kind regards Paula McDonald
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Review titled Prescription errors.
Rated 2 stars out of 5
by Rosalyn Madeley - Posted on 03 November 2023
I order my husband's repeat prescription online. When setting this up I nominated my local pharmacy. On several occasions the prescription has been sent elsewhere. By the time I realise that it is not going to be delivered and investigate the issue, my husband is running low on the medication. The practice usually tell me that there is no nominated pharmacy and despite my asking them to make sure that the correct pharmacy is documented and putting the correct pharmacy on every repeat prescription, the same thing happens again and again. On one occasion the prescription was sent to London. We are told that it is our responsibility to make sure we do not run out of medication and yet we get no cooperation from the surgery. I am afraid that there comes a point when apologies become meaningless.
Visited November 2023
Review titled Leach Heath Medical Centre
Replied on 13 November 2023
Dear Mrs Madeley, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. We do appreciate your feedback and can only apologise for the issues you have been having regarding your husbands prescriptions been sent to incorrect pharmacies. We will discuss your concerns with our prescription clerks and can assure you that in future the prescriptions will be sent to the correct pharmacy, our Reception Manager Paula Muller will contact you with our findings. Kind regards Paula McDonald
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Review titled Very Pleased With Practice
Rated 5 stars out of 5
by Celia - Posted on 04 August 2023
Been visiting the surgery for many years , but unfortunately more recently over the last several months , and would like to say how pleased I am with the receptionists when I call , obviously , there are busy times , when you have to give time to be answered , but always found them pleasant, and helpful ,and the currant doctors have also been helpful and informative , and prepared to help where possible .
Visited July 2023
Review titled Leach Heath Medical Centre
Replied on 21 August 2023
Dear Celia, Thank you for your positive feedback, your comments will be fed back to all the staff and I know they will be very happy to know that you have received the service that we strive to deliver. Kind regards Paula McDonald Practice Manager
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Review titled Awful practice - impossible to access
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2023
What exactly is the point of the "Patient Access" portal? I had a one off medication in May, and wanted to message the GP to see if it could be repeated, but the surgery "Does not offer this service"! I then thought I would have to book an appointment to see the GP again and ask the question in person, but "the surgery does not have any appointments available to book "! Even this experience is better than my husband who has been trying to register for a couple of months. The site does not recognise his name/e-mail address, or registration number, will not let him change the password, and will not allow him to register using his NHS details! Eventually he got another letter from the surgery giving him a new access number, and it also didn't work and won't let him register! He went into the surgery to ask for help and the reception staff "didn't know anything about it and can't help" Presumably someone has put hundreds of thousands of pounds into this useless, not fit for purpose site, instead of actually seeing patients.
Visited July 2023
Review titled Leach Heath Medical Centre
Replied on 10 July 2023
Dear Patient, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. We do appreciate your feedback and can only apologise for the issues you have had. Unfortunately if your medication was issued as a one off item it does not show on the "Patient Access" portal, we do offer the service of sending a message to the GP, there are different ways of contacting the surgery, you can either do this via the telephone, popping into the surgery, via our website lhmc.digipractice.org, where there is then an option consult your doctor if you click on admin query and click on repeat prescription, you can then type in the medication and a message to the GP, we also have an email address for patients to use, the email address is info.leachheathsbpct@nhs.net, these are monitored by our staff throughout the day. I can only apologise again for the issue that your husband has had with the "Patient Access" portal. If either of you wish to discuss these matters further please contact the surgery and speak to myself or our Reception Manager Paula Muller. Kind regards Paula McDonald
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Review titled Terrible telephone waiting times, unable to book GP app.
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2023
Having attended A&E for an injury the previous day, I had concerns over the stiches due to further (Minor) blood loss. I called for an appointment but could only get an out of hours at another surgery 3 days later. Rightly or wrongly, I resorted to dealing with the issue and to provide the opportunity for someone else to have this appointment I contacted the surgery to cancel the appointment. I managed to get 10th in the telephone queue at 08:54hrs, my call was eventually answered at 09:38hrs. 44 Minutes on hold just to cancel an appointment - not acceptable. Luckily I was not at work otherwise I simply would not have had the time to hold that long and the appointment would not have been cancelled and been wasted. I question how many appointments are wasted due to this. I have been registered at this practice for over 40 years and over the last 6-7 years the service provided has been terrible in relation to appointments and call handling - This is not a reflection upon the staff in reception who I would imagine bear the brunt of other patient frustrations. The management of the practice seriously needs to be reviewed.
Visited June 2023
Review titled Leach Heath Medical Centre
Replied on 10 July 2023
Dear Patient, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. We do appreciate your feedback and can only apologise for the delay in answering your call, our lines are very busy and sometimes it can take longer to answer them, we are in discussions with our telephone provider on ways of improving our telephone system. You can always go onto our website lhmc.digipractice.org and there is an option consult your doctor, you can send messages to us via this and we do have an email address for patients use aswell, the email address is info.leachheathsbpct@nhs.net, these are monitored by our staff throughout the day. If you wish to discuss this further please contact the surgery and speak to myself or our Reception Manager. Kind regards Paula McDonald
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Review titled Absolutely terrible.
Rated 1 star out of 5
by Julie Davies - Posted on 13 June 2023
Me and my husband has been trying to make an appointment for months. Either their line is full to capacity or there are no appointments. No wonder why the A & E is always packed. This has been going on form a couple of years now.
Visited June 2023
Review titled Leach Heath Medical Centre
Replied on 14 June 2023
Dear Ms Davies, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. I do apologise for the issues you have had trying to get an appointment. Just to make you aware you can go onto our website lhmc.digipractice.org and there is an option consult your doctor, if you click on this and go to the box I want help for a medical issue then complete the questions, this request then gets sent to the practice and triaged by a member of staff and the appropriate appointment will be offered to you. We have an email that our patients can use to contact us, the email address is info.leachheathsbpct@nhs.net. We are also in discussions with our telephone provider exploring ways to improve our telephone system. If you wish to discuss this further please contact the surgery and speak to myself or our Reception Manager Paula Muller. Kind regards Paula McDonald
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Review titled Problems getting through on the phone
Rated 3 stars out of 5
by Jonathan Smith - Posted on 10 May 2023
The call handling capacity at the practice is patently inadequate. It is often difficult to get through in the cut throat scramble for appointments at 8am. This morning I rang at 10am and it took 42 minutes to speak to a receptionist from 8th in the queue. This is dismal service! Please employ more reception staff to ease patient stress.
Visited May 2023
Review titled Leach Heath Medical Centre
Replied on 25 May 2023
Dear Mr Smith, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. I do apologise for the issues you have had trying to get an appointment. Just to make you aware you can go onto our website lhmc.digipractice.org and there is an option consult your doctor, if you click on this and go to the box I want help for a medical issue then complete the questions, this request then gets sent to the practice and triaged by a member of staff and the appropriate appointment will be offered to you. We have an email that our patients can use to contact us, the email address is info.leachheathsbpct@nhs.net. We are also in discussions with out telephone provider exploring ways to improve our telephone system. If you wish to discuss this further please contact the surgery and speak to myself or our Reception Manager. Kind regards Paula McDonald
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Review titled Long waiting times
Rated 3 stars out of 5
by Anonymous - Posted on 24 May 2023
I saw a GP who recommended blood tests for suspected anaemia. The waiting time for blood tests is currently one month which is an unacceptable long wait too assist in a diagnosis. Maybe the GPs should consider employing another phlebotomist.
Visited May 2023
Review titled Leach Heath Medical Centre
Replied on 25 May 2023
Dear Patient, Thank you for raising your concerns, my name is Paula McDonald and I am the Practice Manager at the surgery. I do apologise for the waiting times for a blood test, we do have a back log due to unexpected staff/phlebotomist sickness and holidays, we did have a nurse leave last year to which we have replaced them with a new nurse who is still undertaking training at the moment, we are also training in-house staff to do phlebotomy duties and are in the process of hiring a locum nurse to try and reduce the waiting times for our patients. If you would like to discuss this further or let me know your details so we could contact you if a cancellation arises please contact the surgery and speak to myself or our Reception Manager. Kind regards Paula McDonald