Lion Health - Ratings and reviews
Reviews
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Review titled Appointment? Good luck
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2023
If you need to see a GP I’d try another surgery. Tried first day of the week at 07:30 and the 3 available online appointments went before 07:31. 08:00 I had to wait 45mins and I was 79 in the queue, I have been higher in the past to be told by reception to try again at 19:00. So I did this and the same happened as the morning there were 3 available appointments but before I could click on 1 they had also disappeared in under 30 seconds. I did this for 3 days straight with the same happening everyday. Day 4 I was online at 07.29 ready to hit anything that vaguely said appointment. Luckily I hit the phone call from GP button and got to eventually speak to a GP. I have never had any issues with the care I have received but getting to see a GP is virtually impossible at this practice. My last GP practice at least you could see a GP within a day or 2 after speaking to reception, which I was forced to leave because of moving out of the catchment area.
Visited October 2023
Review titled Lion Health
Replied on 14 November 2023
Dear patient, Thank you for your feedback and we are sorry to hear that you have been disappointed in your attempts to obtain an appointment and that it has taken longer than you would have liked to access one. I would like to reassure you that our online booking services as well as our appointments with our clinicians which are released throughout the day will continue to be part of a discussion on improving our appointment system at Lion Health. Unfortunately we have no control over the speed at which our appointments are booked but I can completely understand how this feels frustrating to you when finding a bookable appointment and someone else books it before you or you call for an appointment and are placed further back in the queue due to the capacity of patients also seeking appointments at that time. We are glad that you were able to obtain the appointment you required. We are always trying to improve our accessibility in regards to appointments and will absolutely take your feedback on board and use it to inform future changes. Thank you again for your feedback. Lion Health.
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Review titled So helpful
Rated 5 stars out of 5
by Anonymous - Posted on 12 October 2023
Booked an appointment for myself and husband online, one after the other. The locum who saw us was so kind and thorough, it's been a while since my last GP visit so I'd saved a list of issues and she reassured me on everything, going above and beyond to help. The Dr was equally as thorough with my husband and we left feeling heard, and like we had been taken seriously and treated with real care. Thank you.
Visited October 2023
Review titled Lion Health
Replied on 13 October 2023
Dear Patient, Thankyou so much for taking the time to give us your feedback- it really means a lot to our teams. We would love to be able to pass this on to the Locum concerned so please feel free to contact the surgery via telephone, via our online feedback form, or by leaving us a Google/ review with any more information so we can pass this on. We are so pleased to hear of your positive experience and that you felt our team were thorough and attentive. Kindest regards LH
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Review titled Great experience
Rated 4 stars out of 5
by Anonymous - Posted on 05 October 2023
I wanted to praise the surgery for their help when I attended with my daughter who was not in a good way mentally. We were told a doctor would call my daughter back as soon as possible A doctor from the surgery called us back straight away and my daughter was seen within 15 minutes. I just wanted to praise the reception staff and the doctor for their prompt and caring attitude. It helped me and my daughter at a stressful time.
Visited September 2023
Review titled Lion Health
Replied on 06 October 2023
Dear Patient, Thankyou so much for taking the time to feed back on your recent positive experience at the surgery and treatment your daughter received. I am so pleased this has been a supportive and impactful interaction for you and your family, and will ensure these positive comments are shared with the team. Kind regards LH
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Review titled Concerned
Rated 3 stars out of 5
by Anonymous - Posted on 12 September 2023
Having managed to avoid catching flu and covid I rang this morning to book my vaccinations and am little concerned to find that the first appointment I can get is 21st October. We have followed all instructions and advice since March 2020 so was surprised that I have to wait nearly 6 weeks to protect myself. Hopefully by continuing to restrict my activities I will be able to avoid these illnesses again which will be good for me and save the NHS.
Visited September 2023
Review titled Lion Health
Replied on 06 October 2023
Dear patient, I am sorry you were unable to obtain an appointment earlier in the autumn season; for eligible patients there have been appointments in vaccination clinics since 30.09.23 to be booked so I am unsure on why dates in mid/late October were the earliest on offer to you at the time of writing. I hope you have been able to access an earlier appointment in recent weeks as we have extensive capacity. Regards, LH
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Review titled Terrible practice
Rated 1 star out of 5
by Sarah kendrick - Posted on 09 August 2023
I tried to get an appointment for my son for three days only to be told there were none left after phoning at 8am every morning! Full capacity and all appointments gone for the day, same old story. He has a lump on his neck and as a patient they have a care of duty to see him. We have now changed doctors as my husband can't get an appointment now for his ear, it's an absolute joke! He has had to phone 111 who told him he needed to see his local GP and explained he couldn't get an appointment so they directly emailed the practice to sort something out. He is now seeing a paramedic to deal with his problem. The time taken when poorly to try and see a doctor is ridiculous my poor son was worried for days. I am so glad we had the option to switch doctors and go to a much better, well managed surgery but not everyone has that option. Something needs to be done for other patients to recieve better service and actually get to see a doctor when they are ill!
Visited July 2023
Review titled Lion Health
Replied on 29 August 2023
Dear Sarah, We are sorry to hear you have had a negative experience at our surgery and felt you needed to move away from Lion Health. We aim to offer a good service to our patients, accepting that we may never be able to match patient demand in its entirety. We are taking steps to actively review and improve services all the time, and will continue to make these amendments and improvements with patients at the core of any and all changes. Regards, LH
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Review titled 5* service
Rated 5 stars out of 5
by E Kelly - Posted on 21 July 2023
Myself and my family has been with Lion Health for many years. Despite challenges post COVID, lion health staff have really worked hard to provide for their patients and meet their needs. I am so impressed how responsive this surgery is, how they listen to patients and accommodate different ages i.e there are lots of online function available to us and they have improved their telephony system (navigation) so that calls are answered in timely manner. From reception, Dr's and Practitioners has been superb, they remain professional, compassionate and kind despite looking very tired, fed up and exhausted with the demand. Thank you Lion Health you will never satisfy all patients with the changes and I know COVID has brought us new ways of working which I am sure as people we will get use to. I am impressed with your telephone system, online service and how helpful everyone has been.
Visited July 2023
Review titled Lion Health
Replied on 24 July 2023
Dear E Kelly Thankyou so much for your feedback and for taking the time to share this with us- it is so appreciated. We are delighted to hear of your positive experience(s) and continued support. We are so pleased we have been able to offer you the same support back and you are able to see some of the changes we have made. I will ensure your feedback is shared with our Practice teams. Kindest regards LH
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Review titled Terrible service
Rated 1 star out of 5
by Martin Whelan - Posted on 08 August 2023
Monday I attended a annual high blood pressure review the nurse did a fantastic job. However I also spoke about a suspected skin mole she advised me to see the chemist. Which I did straight away he advised me I need to see a doctor as could be skin cancer. So I went directly to the reception desk explained to her what had just been said obviously very worried. However she then couldn't book a appointment told me the only way was on line or Try and call via there ridiculous call centre. I've tried 5 times now on line to get a appointment each time to have the appointment not available by time I have entered what the appointment is for it is absolutely useless. Surely if a patient has a potential cancer of any sort the reception should book a appointment at the desk. Sick and tired of being told that they can't. Please please please lion health sort your selves out maybe go back to a sit and wait service and maybe have appointments available in afternoon early evening for people who work and can't actually just get to the doctors
Visited July 2023
Review titled Lion Health
Replied on 10 August 2023
Dear Mr Whelan, Thankyou for your feedback and we are sorry to hear you have been frustrated in your attempts to obtain an appointment this week. I would like to reassure you that a review of ratio's of pre bookable and 'on the day' appointments, as well as the times appointments with our clinicians are released throughout the day have always been and will continue to form part of the discussion on improving our appointment system at Lion Health. Unfortunately we have no control over the speed at which our appointments, online , at the desk or via the phone lines are booked but can understand this feels frustrating when you have found an online bookable appointment and somebody else books it before you can do so. We can see you were successful in obtaining an appointment the next day which is reassuring. As I am sure you can appreciate there are positives and negatives to any appointment system and one size will not fit all, but we absolutely will take your feedback on board and use it to inform future directions and changes. Thankyou again for your feedback. Lion Health
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Review titled Extremely difficult to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2023
The approach to booking appointments is that you have to use Patient Access to book, appointments are released at 7:30am each day, and disappear before you get chance to select them.
Visited June 2023
Review titled Lion Health
Replied on 09 June 2023
Dear patient, We are sorry to hear you have struggled to obtain an appointment using patient access. By way of reassurance we can confirm that there are appointments available to book online and in advance via the telephone and at the desk from 0730, and also released at 1200, 0800 and 1900 across the week to attempt to give the best opportunity for our patients to get access. We take all feedback on board and will use it help inform and future changes/ alterations to the system. Kindest regards LH
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Review titled can not get on line appoiment or telephone appoiment
Rated 3 stars out of 5
by Anonymous - Posted on 16 June 2023
I looked at patient access on times that were stated nothing came up i tried phoning at 8 but was told queing was at capacity and to try again later how can this happen as first time i called i was told the surgery was closed i called again and was told to call back later i am not going to keep calling as i know all appoments will be gone how can calls be at capacity at 1 min past 8 thanks.
Visited June 2023
Review titled Lion Health
Replied on 19 June 2023
Dear patient, We are sorry to hear you have been frustrated with trying to obtain an appointment last week. We do have appointments available to book online, however as with all other appointments they are a finite resource, and once they have been booked by other patients- they will not be available. Our new phone system enables us to advise patients at the earliest opportunity, through recorded messages, when our acute appointments have been booked for that day- to enable those who do not have acute concerns to choose whether to hold or call back another time/ seek medical attention through another route if appropriate. We are sorry that this causes frustration and gives the impression there is a lack of capacity- however we do offer hundreds of appointments across different clinical and non clinical staff every day to try and meet the needs of our patients. Regards LH
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Review titled I have never felt more reassured.
Rated 5 stars out of 5
by Jasmin S - Posted on 19 May 2023
The lovely Dr I spoke to this morning made me feel so reassured. This was my first appointment with Lion's Health and not only did she listen to me, she gave me a plan of action and an idea of what treatment would be should tests come back clear. With how stressed I've been dealing with my issues, I feel better for speaking to her. I have to say the receptionist that spoke to me this morning was very kind- I have rang twice and both times they've been friendly and helpful. Having just joined the surgery I find this all really reassuring.
Visited May 2023
Review titled Lion Health
Replied on 22 May 2023
Dear Jasmin, Thankyou so much for your feedback and taking the time to post your review. It really means a lot to us that our patients have a good experience and we are so pleased to hear that you had a good experience with one of our Doctors and felt supported, and also were supported by our reception team on making contact with the surgery. Once again, thankyou for taking the time to feed back your thoughts. Kindest regards LH