Leatside Surgery
Babbage Road, Totnes, Devon, TQ9 5JAContact details and opening times
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Reviews
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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
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Review titled Fantastic Service
Rated 5 stars out of 5
by Anonymous - Posted on 21 June 2022
I had to call the surgery for a personal issue last week. The receptionist I spoke to was kind and thoughful. I was able to speak with an nurse practitioner that morning who was attentive really took the time to listen to me. I could not be more impressed.
Visited June 2022
Review titled Leatside Surgery
Replied on 27 June 2022
Dear Patient, Thank you so much for your feedback and I'm so pleased that we managed to make a difference. Kind regards Martin Randall General Manager
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Review titled Awful inexcusable receptionist "service"
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2022
Last month he surgery "decided" to change my appointment from next week without even letting me know!! I'm actually losing my mind over the way they do things, thinking patients have the crystal ball or something to know beforehand the fact that their doctors suddenly have to to go away on the date they gave you an appointment, and patients appointments changed without patients knowledge and on top they texting you accusing you of not attending?!!?! I emailed them 6 times to explain they made a mistake!! I attached written proof from my own doctor's hands with my appointment dated for next week! Waited forever, almost 1 hour, on the phone to get through, only to be answered by an awful stubborn receptionist insisting my appointment was today!! This is utterly disgusting, Leatside Surgery!! Then finally after waiting another 40 min, I finally got another receptionist that after begging her for credibility and to PLEASE check my emails with written proof, I got her to agree to message my doctor! She said he was going to be away next week, on my appointment! I asked her why on earth no one notified me of the fact and suggested to me if I could come today instead? Not a single helpful ,or even less, apologetic reply! Where do they hire them from..?? I rest my case! The only reason from which I'm still staying registered with them is my outstanding doctors service. He's a wonderful doctor who should be working in a surgery with equally wonderful staff and not that bunch of impolite wild inhuman creatures you have for receptionists!!! Make your own conclusions. The same receptionist did a very similar thing to me for second time, being extremely awkward and downright rude, even though I tried to rise a verbal complaint about her awful behaviour with her team leader in order for her not to repeat her despicable attitude, well, no complaint was rised, therefore she was utterly awful again for second time, and will continue to be so if the surgery doesn't take very drastic actions!! Now I'm trying to get out of the mess your uncaring, unkind and despicable "receptionist" (only by name) put me through, that's just great, not!!!
Visited June 2022
Review titled Leatside Surgery
Replied on 21 June 2022
Dear Anonymous, I am sorry that your recent experience with our surgery has been inexcusable. Our reception team genuinely do care about our patients and take their roles incredibly seriously. The whole team have been under immense pressure over the past couple of months, with staff sickness compounded by the disruption of a large IT upgrade. If this pressure has resulted in interactions which could be considered rude then this is not appropriate and I appreciate you feeding this back to me. We have recruited staff for our reception team who start next month and with the team becoming familiar with our new system, the waiting times on the phones outside of the key pinch points on Monday mornings, are starting to come down. With regards to the specific concerns you have raised, without context I am not able to deal with these. If you could please email leatside.surgery@nhs.net FAO Martin Randall, then I would be very happy to speak with you so that I can understand what has happened and ensure that we do not have a repeat in the future. Once again I am sorry that you have had a poor experience and I hope that the changes we are making over the coming weeks will improve this for you next time you need to get in touch with us. Kind regards Martin Randall General Manager