Lion Health
2 Lowndes Road, Stourbridge, West Midlands, DY8 3SSContact details and opening times
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Reviews
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Review titled Improved Service
Rated 5 stars out of 5
by Anonymous - Posted on 13 May 2025
Because the practice has introduced the new online form I was able to make an appointment in advance for today about a non-urgent but still worrying condition. I felt I received a sympathetic ear & was able to get a prescription for something I felt had previously had to pay for privately as couldn’t get an appointment before the new system was introduced.
Visited May 2025
Review titled Lion Health
Replied on 17 May 2025
Dear patient, Thank you very much for taking the time to leave us a positive review, it is appreciated. It is good to read that you are understanding of our new triage system and that you are satisfied with receiving an appointment booked in advance. We have moved away from a 'first come, first serve' appointment request system. Of course, if there is a clinical need for patients to be seen on the same day then we will endeavour this is the outcome wherever possible. This however is not the case for all patients, and we now offer appointments booked in advance, ensuring that all patients are seen by the right clinician at the right time. We hope that you continue to receive an improved service from Lion Health and are satisfied with the care offered. Thank you again for your feedback. As you have not left your details I am unable to pass your feedback directly onto the clinician involved, but rest assured your feedback is appreciated. Kind regards Lion Health
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Review titled Never had cause to complain with the previous system.
Rated 3 stars out of 5
by Anonymous - Posted on 14 April 2025
Hi, I've recently experienced your new Anima booking system. Over the years my family and I have had a wonderful service from Lion Health and formally Worcester Street surgery. I was aware the new system was to be implemented. On Monday 14th April I phoned at 08.00 to request an on the day GP appointment. The lady who answered the phone was experiencing some glitches with the computer system. What greeted me was a long endless stream of questions. If I had booked online the same situation would have arisen. Are we supposed to be making things easier for people? . Some people in our wider community are elderly and vulnerable and not used to change. It was stressful enough for me. The lady who dealt with me on the phone was polite and professional, but I couldn't help but feel a little sympathy for her. Later in the day another member of staff called to offer an evening appointment. At my appointment I was treated very well. However the list of doctors I requested initially , none had an appointment available or were not offered. I feel this is making the booking process much more stressful and complicated. I completely understand the need for some kind of triage , to best meet the patients needs. I hope I'm proved wrong but I'm not optimistic this will solve any past issues. Prior to getting an appointment I was in limbo if and when I would be offered anything. How can I or anyone plan a day around waiting for a phone call that you may not receive? I'm sure I'm not alone with these comments. The old system was far better despite some public negativity and was far better for both the patient and staff member.
Visited April 2025
Review titled Lion Health
Replied on 22 May 2025
Dear patient, Thank you for taking the time to leave us your feedback on what would have been our launch day of our new appointment request system, Anima. I am sorry that on the occasion detailed above that you were unsatisfied with the process. As stated, your feedback was published on our launch day of our new system, and unfortunately we did face some technical difficulties on this day which made the system run a lot slower than anticipated. These issues have since been resolved. The rate in which we call patients back to offer an appointment has also markedly increased since our launch day. Regarding the questions that you have been asked as part of the triage process, you are correct in stating that there are more questions asked. This is because we no longer issue appointments on a first come, first serve basis. All appointment requests are triaged based on clinical need by our GP led triage team. This ensures that patients are seen by the right clinician at the right time based on clinical urgency. I am glad to read that you were successfully offered an appointment and that you were satisfied with the care you had received as a result. I would strongly urge that if you find yourself in the position of needing to request an appointment in the future, that you complete the request yourself by visiting the Lion Health website (www.lion-health.co.uk) at 08:00. This is a far more efficient process for both patients and staff, and ensures that our phone lines are kept free for our patients who do not have access to the internet or who cannot submit the form themselves. I do hope that should you need to access our services in the future that you notice an improvement in using our new system. Thank you again for your feedback. Kind regards Lion Health
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Review titled Have made a tremendous improvement
Rated 4 stars out of 5
by Guy Jackson - Posted on 16 April 2025
Had a doctors appointment within 12 hours of request on the Anima system and were seen promptly and with great courtesy by the doctor Followed this with an update on sample and therefore a change in medication.
Visited April 2025
Review titled Lion Health
Replied on 17 April 2025
Dear Mr Jackson Thank you very much for taking the time to leave us a review. We're glad that you have had a positive experience in using our new triage system and hope that you feel confident in using this again in the future, should the need arise. You're feedback will be passed on to our staff members, who will greatly appreciate your comments. Kind regards, Lion Health
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Review titled New system makes getting an appointment seem impossible!
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2025
Today was my first time using the new Anima system. I had two attempts at using the form and both times was triaged as needing to go to A&E - for a possible eye infection! By 8.15, I tried to fill in the form for a third time but by that time they were no longer accepting anymore medical requests. I then waited on the phone for half an hour with no response. Now facing Easter weekend with no treatment - new system really needs more work! Feeling very worried about future difficulties of getting a doctors appointment.
Visited April 2025
Review titled Lion Health
Replied on 18 May 2025
Dear patient, Thank you for taking the time to write feedback for us. I cannot comment on the specific reasons as to why you were advised to go to A&E, as you have not left your name. Our triage system will first ask a series of questions to ensure that you do not need immediate medical assistance. If any of these boxes are ticked, the triage process will end and you will advised to call 999 or attend your local A&E department. If you are advised to attend A&E, it is done so with a strong clinical indication that this would be the most appropriate route of care following answers given during the triage process. As you have not left your name, I am unable to look into your specific issue any further, however if you did wish for this to be investigated please do not hesitate to contact the surgery where we will be more than happy to look into this for you. Thank you again for taking the time to leave feedback. Kind regards, Lion Health
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Review titled New Anima system very positive
Rated 5 stars out of 5
by Anonymous - Posted on 15 April 2025
I used the new Anima system on the first day it was installed . Inputting relevant information at 8:20 am to see a professional face to face . I was phoned at 10:00 am and given an appointment for 1:30 .pm the same day . This was on a busy Monday morning,so very impressive . I will definitely use this system again was less stressful than waiting on the phone .
Visited April 2025
Review titled Lion Health
Replied on 18 April 2025
Dear patient Thank you very much for your kind words. We are really happy that you found our new system less stressful than waiting on the phone and were happy with the outcome of your request. Your feedback is greatly appreciated, and this will be fed back to our staff members. Kind regards Lion Health
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Review titled GP’s very good
Rated 4 stars out of 5
by Jacky Wollaston - Posted on 15 April 2025
Has been difficult to get appointments or on occasion information, due to phone problems. New Anima system began yesterday and coincidentally I had a need to use it. First impression is that there could be more options? Nothing seemed to apply to my situation. However, there are opportunities to explain the problem in more detail as you go further through completion. Overall, website could be better, but it works! Within a short space of time I received a call to say that a telephone appointment had been made and that a GP would call me shortly. She did, within a short time and after asking a few questions, said she needed to see the problem and made a face to face appointment for 12.30. Prescription raised and collected and by yesterday evening, signs of slight improvement seen.
Visited April 2025
Review titled Lion Health
Replied on 23 May 2025
Dear Mrs Wollaston, Thank you very much for taking the time to leave us a review and for your feedback of our new appointment request system, Anima. Our triage system is still in it's early stages of development and we are looking to review the options available when selecting a reason for your appointment in the future, but we will of course take your comments on board. I am glad that you were satisfied with the outcome of your appointment request and hope you continue to request your appointments using Anima in the future should the need arise. Kind regards Lion Health
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Review titled New booking system
Rated 5 stars out of 5
by Anonymous - Posted on 17 April 2025
The new booking system is simple to use and takes less time than the telephone system that preceded it. Less stressful in a morning when people have many other responsibilities. I note that there is support for people who may either lack the technology or ability to use it. I wonder if it will be possible to submit a request later in the day or will it be unavailable. I initially tried the preceding afternoon and the system wasn’t available. However an important step forward.
Visited April 2025
Review titled Lion Health
Replied on 18 May 2025
Dear patient, Thank you for leaving positive feedback, it is great to read that you have had a good experience in using our new appointment request system. With regards to your comment regarding those patients who lack technology or ability to use our online system, we do have systems in place whereby they are still able to access the care they need: - A trusted family member or friend is able to make the request on behalf of the patient using the online form. - We have an Anima submission point located in reception. This is a tablet which any patient is able to access within normal surgery opening hours to submit there request. Should they need support in completing the form using the tablet, one of our members of staff will gladly assist. - Our phone lines our still open for those who are unable to do either of the above, where one of our trained call handlers will submit the request using Anima on the patients behalf. We strongly encourage patients who are able to use the online form to please do so to keep our phone lines free for those who have no other option than to call the surgery. You may find that during certain periods of the day that the form may have been temporarily disabled. This is so that our GP led triage team can review and triage the requests that have been submitted and to maintain clinical safety. I hope that this response answers some of the points that you have raised. Thank you once again for your feedback. Kind regards Lion Health
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Review titled Excellent service
Rated 5 stars out of 5
by Emily Kitson - Posted on 14 April 2025
I had a really positive experience with Lion Health today. I used the new booking system for the first time and was really impressed – it was easy and straightforward to use. I received a call back within 15 minutes of submitting the form, and within the hour my little boy had already been seen by a doctor and prescribed antibiotics. The whole process was quick, efficient, and very reassuring. Big thanks to the team for such prompt and caring service!
Visited April 2025
Review titled Lion Health
Replied on 18 April 2025
Dear Mrs Kitson, Thank you very much for leaving us a positive review regarding our new system, Anima, and for the kind words regarding the treatment you received. It is great to hear that you are reassured by our new system and had a good experience in obtaining medical assistance for your child. We are also really happy that you found our system easy to use, and hope that you continue to use the system should you require an appointment in the future. Your feedback will be shared with our staff, who will greatly appreciate your support. Kind regards, Lion Health
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Review titled New appointments system works a treat.
Rated 5 stars out of 5
by Peter Hemmings - Posted on 14 April 2025
This new online appointment request system really works. No hanging on the phone for long periods, simply enter all your symptoms and details and seen it in. Normally I can't get appointments as the 'professional speed dailers' put you right down the queue. This, you put in a headliner of problems, then full description, it prompts a couple of things, then you send it off. I completed the form by 8:15, callbsck came at 9:24 with appointment at 11:35. Brilliant, easy and I actually got in. Time of course will tell, but on its first day, fo me it was 1000 times better... nice one
Visited April 2025
Review titled Lion Health
Replied on 22 May 2025
Dear Mr Hemmings, Thank you very much for taking the time to leave us a positive review on our new appointment request system. We are happy to read that you have had success in requesting an appointment online, and that you were happy with the outcome of your request. The new triage process ensures that all patients are now seen by the right clinician at the right time. We have moved away from a first come, first serve appointment system and we are confident that this will result in greater patient satisfaction. I hope that you continue to use our online appointment request system in the future, should you need to. Of course, we are always at the end of the phone should you need any additional support. Thank you again for your review. Kind regards Lion Health
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Review titled Great practice
Rated 5 stars out of 5
by Katie Adams - Posted on 14 April 2025
Submitted form at 8:03 and had a call back at 9:44 and went to appointment at 12pm. Thought the system was fair and triaged effectively. Only issue is not knowing when appointment will be so can plan day (thinking of childcare and work) but I was very impressed with the first day using the new system. I was really listened to and my issues were dealt with effectively. Thank you
Visited April 2025
Review titled Lion Health
Replied on 17 April 2025
Dear Mrs Adams, Thank you very much for taking the time out of your day to leave us a great review. We're thrilled that you have had a positive experience in using our new triage system and that you feel that your issue was dealt with in the correct manner. We hope that many patients will share your viewpoint in that the new system is fair and effective. You're feedback will be passed on to our staff members, who will greatly appreciate your comments. Kind regards, Lion Health