Pasley Road Health Centre - Ratings and reviews
Reviews
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Review titled Frustration
Rated 1 star out of 5
by Dianne Walker - Posted on 21 December 2023
My husband who has a hearing problem developed an ear infection which he sufferers from regularly. I attempted to arrange an appointment on his behalf and failed twice. I was advised to to ring back at 8am but this is not possible at Pasley Road. My husband called at the surgery and was told there was nothing they could do and he would need to telephone. Out of desperation I rand 111 and a very helpful lady arranged an appt at Oadby walk-in centre the following morning. What is happening with the lack of service. How are deaf people supposed to cope with the need to telephone.
Visited December 2023
Review titled Pasley Road Health Centre
Replied on 03 January 2024
Dear Dianne Walker, We are deeply sorry to hear about the challenges you and your husband faced in arranging an appointment. We understand the importance of accommodating individuals with hearing impairments and we sincerely apologise for any inconvenience caused. In situations where telephone communication is difficult, we encourage the use of email communication as an alternative method to arrange appointments. We are committed to improving the accessibility of our healthcare services and will take your feedback into consideration to better serve individuals with hearing impairments in the future. Thank you for bringing this to our attention, and we appreciate your feedback as we strive to provide the best possible care for all our patients. Sincerely, Sarah. Patient Engagement Officer Willows Health.
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Review titled Cancelled appointment
Rated 1 star out of 5
by Dianne Walker - Posted on 21 December 2023
On 6th Dec I had an appt for shingles vaccination. On that morning I received a text cancelling the appt as I had been booked in with the wrong clinician and I would have call the surgery to rebook. This I did but was advised the nurse was on holiday and I would not be able to book an appt until January. Asked what I could do and the earliest appt available was at Heathbrook Surgery on 11th Dec the other side of town which I took as I have my own transport. Not at all impressed with service.
Visited December 2023
Review titled Pasley Road Health Centre
Replied on 03 January 2024
Dear Dianne Walker, We are truly sorry to hear about the inconvenience you experienced with your shingles vaccination appointment. We understand the frustration that can arise from unexpected cancellations and the challenges of rebooking during the holiday season. We sincerely apologise for the inconvenience caused by the mix-up with the clinician and the unavailability of the nurse due to holiday leave. We strive to provide a high standard of service, and we regret that we fell short of your expectations on this occasion. We appreciate your understanding in traveling to Heatherbrook Surgery for the rescheduled appointment. Your feedback is valuable to us, and we will use it to improve our booking and communication processes to prevent similar issues in the future. If there is anything further we can do to assist you or if you have any additional feedback, please do not hesitate to reach out to us directly. Thank you for bringing this matter to our attention, and we hope to welcome you back into practice soon to help restore your trust and confidence in the practice. Best wishes, Sarah. Patient Engagement Officer, Willows Health.
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Review titled Poor appointment process
Rated 3 stars out of 5
by Anonymous - Posted on 20 September 2023
Trying to get an appointment is a challenge big enough to make you ill. I rang at 830 am ( the time it opens) got put on hold, finally answered at 950am but not by my surgery, another one in the group. The option of call back was tempting but preferred to stay on the line. At 950 got offered a 1000 appointment. Sounds good but what if I was unable to get there in under 10min? When I got there, our receptionists ( who are remarkable by.the way), where taking calls from people who wanted to see a doctor, guess what, not from this surgery. Why put a process in place, where by.the time you get through, all the appointments have gone. I've since learned that.the callback doesn't hold your place in the queue either. So use it at your peril. If I ring my GP, I want to talk to that.surgery and 1 on the other side of the city.
Visited September 2023
Review titled Pasley Road Health Centre
Replied on 03 January 2024
Dear Anonymous, Thank you for taking the time to share your experience with us. We sincerely apologise for the inconvenience you faced in trying to schedule an appointment. We understand the frustration caused by the long wait times and the confusion with the call back option. Your feedback is valuable to us, and we will use it to improve our appointment scheduling process. We are committed to providing a better experience for our patients, and we will address the issues you have raised to ensure that such situations are avoided in the future. We appreciate your patience and understanding, and we look forward to welcoming you back into practice soon. Best wishes, Sarah. Patient engagement officer, Willows Health.