Leylands Lane Medical Practice

Patient Experience Summary

Patient feedback reflects a predominantly positive experience with clinical care, characterised by professional and compassionate consultations, thorough explanations of health concerns, and attentive listening. Many patients report satisfaction with appointment access in recent months, noting improvements following management changes and the introduction of an updated booking system. However, significant concerns persist regarding reception experience, with multiple reports of dismissive attitudes, difficulty securing timely appointments, and inadequate communication between departments. Some patients describe lengthy waiting times and frustration with preliminary questioning during the booking process, whilst others have experienced poor handling of urgent health concerns and limited telephone appointment availability.

The practice environment has received mixed feedback, with positive comments about facilities and cleanliness alongside concerns about car park maintenance and entrance condition. Recent reviews indicate noticeable service improvements, particularly in appointment availability and responsiveness, though some patients continue to report challenges with the booking system and reception interactions. Communication gaps between clinical and reception staff, as well as with external services, have been highlighted as areas requiring attention. Despite these operational challenges, clinical staff are consistently praised for their expertise, reassurance, and genuine commitment to patient wellbeing.