Lion Health - Ratings and reviews
Reviews
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Review titled Can't get an appointment. Don't know what to do.
Rated 3 stars out of 5
by Matt - Posted on 05 May 2023
Have put off trying to get an appointment for a while now as I know it's difficult, which is a factor I've always accepted, but rising anxiety means that I now can't put off seeing a doctor any longer. Have tried phoning every morning this week at 8am but can't even get into the phone queueing system. I understand there are only so many appointments that can be offered due to the number of GP's available but surely, if after a week of trying, I am still unable to even get through, the service is failing its patients. Much seems to have been said about the amount of people that the service caters for and the only logical response is that it seems that Lion Health is over capacity and the system unfortunately cannot cope. I am concerned that I am now, genuinely, at a loss as to how I can get an appointment with my GP.
Visited May 2023
Review titled Lion Health
Replied on 09 May 2023
Dear Matt, We are sorry to hear you are struggling to get through to our reception team in the mornings and can appreciate how frustrating this would feel. Our new phone system allows a certain number of callers in the queue at any one time, to try and help reduce phone waiting times as our patients have fed back this is a frustration. As you mention, appointments are a finite resource, however, we do offer hundreds of appointments every day across our clinicians and allied health teams and are working to improve this breadth all the time. We do also have appointments available to book online, in advance every day- releasing throughout the day some at 0730, some in the afternoon and some of an evening for up to two weeks in advance. Again, the breadth and availability of our appointments is something we are always considering and will take all feedback on board in order to make improvements. If you do not already have access through the NHS App please do visit our website to find out more information- or ask at reception. Kindest regards LH
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Review titled Can’t get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2023
I’ve tried ringing the surgery at exactly 8am only to be told that the telephone queing system has reached capacity and to try again later and then you are cut off. When you try calling back, the same, you are cut off Then by 8.15am the message says ‘all the appointments are now gone’ How can you get a doctors appointment??
Visited April 2023
Review titled Lion Health
Replied on 18 April 2023
Dear Patient, We are sorry to hear you had a poor experience upon calling into the surgery this week. To reassure you, we do offer pre bookable, online bookable and on the day appointments- as well as our urgent on the day capacity for issues that cannot wait. We offer hundreds of appointments each day across our wide clinical team. We apologise that your experience interacting with our phone system has been frustrating, and will share this information with the relevant teams to ensure we remain aware of and monitor any issues. Kindest regards LH
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Review titled Response following hospital letter
Rated 5 stars out of 5
by Tracey Shilvock - Posted on 15 March 2023
My son has a long term condition which causes pain. Birmingham Children's hospital pain clinic prescribed patches. Dr at surgery responded to the letter and put prescription on repeat in a timely manner. Which has made a huge differance to my sons quality of life
Visited March 2023
Review titled Lion Health
Replied on 17 March 2023
Dear Tracey, Thankyou so much for sharing your feedback- we are so pleased you had a good experience and were able to get the support you needed when you needed it for your son. It means a lot to us that we can share this positive feedback with our team- and that we were able to help you and your son. Kind regards LH
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Review titled Reception staff
Rated 5 stars out of 5
by Tracey Shilvock - Posted on 15 March 2023
I visited today and reception staff were helpful, polite and effective. They advised on getting a medical form signed.
Visited March 2023
Review titled Lion Health
Replied on 17 March 2023
Dear Tracey, Thankyou so much for your kind feedback and more importantly, for taking the time to register it. It is so lovely to hear positivity from our patients and it really means a lot to us that we can share with our teams that they are doing an excellent job! Kindest regards, LH
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Review titled Amazing staff
Rated 5 stars out of 5
by Wendy Watts-Dukes - Posted on 27 March 2023
Amazing staff always kind and compassionate always go the extra mile to help very supportive with after care and gone the extra Mike when Russell Hall hospital left me in pain
Visited March 2023
Review titled Lion Health
Replied on 18 April 2023
Hi Wendy Thankyou so much for your feedback; we really appreciate it and will ensure your comments are shared with our teams. We are pleased you had such a good experience Kind regards LH
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Review titled Brilliant Service
Rated 5 stars out of 5
by Bronwen Morgan - Posted on 21 March 2023
Lion health and Dudley inter grated as a trust have really listened to patient feedback and updated the phone, appointment and NHS 111 links to this practice. I have never had issues with Lion Health but always empathised with other patients that have struggled to get the GP help they needed, however not condoning some patients attitudes and approaches to there frustrations. I just want to say an overall thank you and how impressed I am with the new phone triaging system, I was effectively spoken too and reassured within 5 minutes this afternoon and reassured that 111 had booked an appointment the following day for me. I will always recommend this practice to friends and family as despite the issues that sometimes arise, everyone that works there is always in your best interest. As a member of the NHS myself, it’s a really difficult time now for so many staff, so I count myself lucky and proud to work for the NHS and frat for everything it does. Thank you
Visited March 2023
Review titled Lion Health
Replied on 23 March 2023
Dear Bronwen, Thankyou so much for your feedback and for taking the time to give it- it means a lot to us at Lion Health that our patients can see improvements in things we do, and can see that we are working hard to make positive and lasting changes. It is always difficult to make impactful change and often takes a lot of time and resource to get things moving; so we are really glad to hear you have seen improvement. Thanks again for sharing. Kindest regards, LH
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Review titled Impossible to see a Doctor
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
Phoned & told mo appointments. Call 111. It is impossible to get a doctors appointment. Absolutely impossible
Visited March 2023
Review titled Lion Health
Replied on 14 March 2023
Dear patient, We are sorry to hear you were unsuccessful in obtaining the appointment you required at the time of your feedback. Please be assured we do offer hundreds of appointments per day across all our clinical professionals and allied staff, and try to inform patients of their options if we do not have any GP appointments bookable the same day. We do offer advance booking both on the telephone and online, however appointments are a finite resource and there will always be a limit to this at some point if demand exceeds capacity- which is often the case. We work hard to make changes and improvements in response to feedback from patients where possible and appropriate. Regards LH
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Review titled Cannot get an appointment
Rated 1 star out of 5
by John - Posted on 21 January 2023
I have been trying online to book an appointment but this service does not work on either the NHS login or the patient access site. All other review say that telephone appointments are impossible to make so what am I supposed to do? Pay privately ?
Visited January 2023
Review titled Lion Health
Replied on 23 January 2023
Dear John, Thank you for your recent feedback. We are sorry that you are having trouble trying to access our appointments through the NHS app and patient access however without your details we can't look into this any further. In order for us to look into this further please get in contact with us through our website or by telephoning the practice and we can try and resolve this for you. Kind Regards, LH
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Review titled Appalling Service
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
Appalling service. Cancel appointments without notification. New one made and they have now cancelled that and tried to fob me off elsewhere. I am deaf so cannot ring and am sick of them telling me to ring phone numbers - they are not disability friendly at all and are failing the Dda. I cannot make a complaint as that section of the website is currently not working - probably because they are getting so many! This used to be an excellent surgery but is not totally unfit for purpose.
Visited January 2023
Review titled Lion Health
Replied on 05 January 2023
Dear Patient, Thank you for your recent feedback. I'm sorry for your appointments being cancelled however without leaving your name we wouldn't be able to look into the reasonings behind this. As you have alluded to we do have the facility to message us through the LH website and we have not been notified that it is not working. We do also offer a accessibility standards request form through our website to ensure all our patients who have an enquiry or appointment request can be assisted. Again, apologies. Kind Regards, LH
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Review titled Need to pull their socks up!
Rated 1 star out of 5
by Graham Errington - Posted on 18 April 2023
The last 3/4 repeat prescriptions I have had a problem every time! Either very slow in issuing to the chemist (in the same building) the last time because I'd previously had problems I asked at the desk, my consultant at the hospital had added a medication and it wasn't on my repeat form, so I wrote it on myself but checked with the desk that it was on my medication record and that the doctor would be able to issue the repeat with my other meds, they said yes that will be OK so I left the form in the box, guess what? It wasn't there! To my mind repeat prescriptions are straightforward they just need to be signed by a doctor and that shouldn't take more than 24/48 hours with modern technology but regularly takes much longer! There is room for improvement imo
Visited January 2023
Review titled Lion Health
Replied on 21 April 2023
Dear Graham, We are sorry that you have had problems with your repeat prescriptions. We do look at actioning repeat prescriptions as quick as possible however as outlined on our website repeat prescriptions are issued 72 hours (3 Working days) after receipt of patients request to the practice, from their pharmacy or online. Also urgent requests must be submitted via our website or bringing requests down to reception by 14:00 to be processed the same day. We apologise that your experience has been frustrating and we will share this information with the relevant teams. Kindest Regards, LH Kindest Regards, LH