Lee House Surgery

Patient Experience Summary

Patients consistently report positive experiences with clinical care, noting that staff demonstrate courteous communication, compassionate care, and professional competence across consultations, nursing services, and pharmacy interactions. Appointment booking and scheduling are frequently praised for efficiency and convenience, with many patients able to secure same-day or next-day access. Reception staff are often highlighted for warmth and responsiveness, and patients appreciate the welcoming environment and attentive listening during consultations.

However, some patients have experienced challenges with appointment access, describing the booking system as rigid and unpredictable, with difficulties reaching the practice by phone and inconsistent instructions about when to call. Communication gaps between practitioners have been noted as concerning, particularly when different doctors review test results without awareness of previous discussions. A small number of patients have reported inconsistent reception performance and concerns about staff turnover affecting continuity of care, with some noting that changes in practitioner availability have impacted their experience.

Overall, the practice receives strong recognition for clinical quality, organisation, and the dedication of individual staff members. Patients value the proactive approach to care and the genuine commitment demonstrated by the team, though some suggest that improvements to booking accessibility and inter-practitioner communication would enhance the service further.