Leatside Surgery - Ratings and reviews
Reviews
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Review titled Awful Experience
Rated 2 stars out of 5
by Brontë Hobson-Scott - Posted on 15 May 2023
I called the surgery at 15:30 on Monday 15th May 2023 to book an emergency appointment. I waited on the phone for 23 minutes to speak to a receptionist and as I got to caller number 2 they hung up on me. As this is something to be seen to urgently, i will now have to go to A&E and waste their time on something that is not life threatening yet.
Visited May 2023
Review titled Leatside Surgery
Replied on 22 May 2023
Dear Brontë, I am so sorry that the queue on the phone was so long on Monday afternoon. The phone lines are always busy after a weekend but this is an exceptionally lengthy period of time and far longer than we would usually anticipate anyone having to wait. I would like to reassure you that our receptionists would not hang up on any of our patients in the queue, however we have had reports from our IT team of intermittent drop outs on the phone lines which is being looked into. We are reviewing our phone supplier at present as part of the new NHS IT Investment and we will be moving to a new system towards the end of the year which will resolve these issues. Our patients can always come down to the surgery in person to book an appointment but I appreciate that this is not always possible when you are unwell. Once again I am sorry to hear of the wait you had last week and if you would like to discuss this further please contact me using the web form on our website. Kind regards Martin Randall General Manager
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Review titled nil action
Rated 1 star out of 5
by Robert William Morgan - Posted on 08 February 2023
Hi, I went to spec savers on the2 Jan 2023, they referred me through the surgery to see a specialist, I have contacted the surgery 3 times, 2 phone calls and personal visit, All I want to know has the referral been dealt with and how long is the waiting list, Simple questions. I was told 3 times that the secretary would reply, when asked in what time period I was told a few days.......... Now a week later and no wiser. I have been a customer of Clinton road surgery for about 40yrs and had great service. Things seem to have gone down hill since the merger.........Big mistake? regards Bob Morgan
Visited February 2023
Review titled Leatside Surgery
Replied on 09 February 2023
Dear Mr Morgan, Unfortunately you have left this review on the page for Leatside Surgery, Totnes and not Leatside Health Centre, Redruth. I do hope you are able to resolve your concerns. Kind regards Martin Randall General Manager Leatside Surgery, Totnes
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Review titled Amazing
Rated 5 stars out of 5
by Anonymous - Posted on 15 June 2023
Great service from the doctors, nurses and receptionists over the years, a few years ago I nearly died from swine flu, the doctor saved my life. From 2009 I have never had a problem seeing a doctor on the same day and thankfully, I am here thanks to everyone at Leatside for everything they have done for me and my family
Visited February 2023
Review titled Leatside Surgery
Replied on 19 June 2023
Dear Patient, Thank you so much for taking the time to leave this review, it really is appreciated by everyone here. Kind regards Martin Randall General Manager
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Review titled Awful awful practice
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2023
Dreadfully long waiting times and when you do get through such rude unhelpful staff. Would not recommend at all!
Visited January 2023
Review titled Leatside Surgery
Replied on 09 February 2023
Dear Patient, I am so sorry to hear of your frustrations due to waiting times. Our average call time has been steadily reducing with the introduction of new staff but can still be longer than we would like during peak times. I am very sorry to hear you found our staff unhelpful and would like to understand more so that we can make improvements for the future. If you are happy to do so then please contact me with your details through the following link and I can get in touch. https://leatside.co.uk/patient-info/complaints-compliments/ Kind regards Martin Randall General Manager Leatside Surgery, Totnes
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Review titled Very polite and caring
Rated 5 stars out of 5
by Nick Ralph-Smith - Posted on 21 December 2022
I had a gp appointment and it was very easy to log in,the doctor was very pleasant and explained everything in detail and clearly.
Visited December 2022
Review titled Leatside Surgery
Replied on 22 December 2022
Dear Mr Ralph-Smith, Thank you so much for taking the time to provide such positive feedback. I will share your comments with the GP you saw, who I know will very much appreciate it. Kind regards Martin Randall General Manager
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Review titled Great staff and excellent service and care
Rated 5 stars out of 5
by Anonymous - Posted on 08 November 2022
I joined this surgery because my family have received such great care from it and speak highly of Leatside. Since I joined the service has been outstanding. They respond to requests promptly, take your concerns seriously and are very friendly. I have received excellent care since I joined the practice so a huge thanks to the whole team. As an example of the care revived, during my last appointment the nurse remembered me and details of my condition and so she checked up on my asthma ( even though my appointment was for something else) gave me advice, and gave me a flu jab on the spot as I hadn’t been able to get one yet. She was clearly thoughtful and knowledgeable in her field but also made me feel totally relaxed. I really appreciated her kind, considerate and very efficient approach The staff at Leatside have all been great since o joined and I am very pleased with the surgery and very grateful. Many thanks
Visited November 2022
Review titled Leatside Surgery
Replied on 09 November 2022
Dear Patient, Thank you so much for your incredibly kind words. Feedback such as this makes such a difference to our team and is greatly appreciated. Stay safe and well this winter and we will be here for you should you need us. Kind regards Martin Randall General Manager
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Review titled Unhelpful and hurried service
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2022
I asked to speak to the duty doctor about test results and was passed onto a nurse practitioner. They were curt and appeared unhappy about the fact that I had questions that they couldn't answer. No help or advice was given and I had to phone the surgery again to book a call from a doctor. I understand that the system is at breaking point but not being listened to and then fobbed off because the answers to my questions aren't know isn't acceptable. I feel totally unsupported by a system that should be there to help people.
Visited November 2022
Review titled Leatside Surgery
Replied on 24 November 2022
Dear Patient, I am very sorry that you felt the response from our nurse practitioner was curt and that they appeared unhappy with you. All of our advanced practice team work alongside our GPs and seek advice when required. I certainly wouldn't want anyone to feel fobbed off and I will link in with my with this feedback so it can be discussed at a team meeting. It is important that at the end of each consultation that patients leave with a clear understanding of the action plan and appropriate follow up is arranged or signposted. I do apologise again that you had a bad experience and if you would like to discuss this further please contact me directly through the patient feedback page of our website which can be found at: https://leatside.co.uk/patient-info/complaints-compliments/ Kind regards Martin Randall General Manager
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Review titled Great nursing team
Rated 5 stars out of 5
by Wendy Hyde - Posted on 01 November 2022
I just wanted to say how grateful I am to your superb team of nurses for their brilliant care of the hole in my leg. I cannot praise them enough for their kindness and expertise.
Visited October 2022
Review titled Leatside Surgery
Replied on 02 November 2022
Dear Wendy, Thank you so much for your kind words, which I have shared with our nursing team. We really appreciate hearing when our care has made a real difference to our patients. Stay safe, and thank you again. Kind regards Martin Randall General Manager
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Review titled Best practice
Rated 5 stars out of 5
by Anonymous - Posted on 31 October 2022
I attended Leatside Surgery last Thursday and I just wanted to say how lovely the reception team, nurses and doctors are. Everyone at the front desk is friendly and polite, nurses and doctors never make you feel rushed. The doctor I saw was very thorough and professional with a really pleasant and caring manner. A great big thank you to all of you. Kind regards Outlook for Android
Visited October 2022
Review titled Leatside Surgery
Replied on 02 November 2022
Dear Patient, Thank you so much for your comments, it makes such a difference to us to read positive reviews like this. Take care and thank you again. Kind regards Martin Randall General Manager
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Review titled Avoid
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2022
I have now registered with another surgery due to the delays and lack of care from this surgery. Had to chase for test results to be told ‘no news is good news’ then to find they in fact had lost my blood sample resulting in a 2 month delay in a follow up. And to top that it’s a 4 week wait to speak to a doctor for a follow up call to go over the results. I understand surgery’s are under huge pressure however how can another surgery down the road have no isssues?
Visited September 2022
Review titled Leatside Surgery
Replied on 02 November 2022
Dear Anonymous, I am very sorry to hear of your experience with the surgery. I appreciate you have made the decision to move to another practice, however I would be keen to have a conversation to understand where we could improve our services. If you are willing then please do contact me via the following webform: https://leatside.co.uk/patient-info/complaints-compliments/ With regards to your specific points, we will always contact a patient if a blood test has raised any concerns but safety net this by asking patients to contact us three days after their appointment for the result to be given along with GP comments. I do accept that leading into the summer our routine wait had been longer than we would usually want to accept. This was in great part to long term sickness and the lack of availability of short term cover in the area. In Ocotober we had two new GPs, two new Advanced Practitioners and two new members of our reception team start to improve our offering to patients. Our routine wait is now under two weeks, and we will always speak to a patient on the same day if it is urgent. I do hope that you find this reassuring, and should you wish to come back to us for your care we would be delighted to welcome you back. Kind regards Martin Randall General Manager