Lion Health

Great service

I experienced excellent service from Lion Health today. After submitting an online form regarding my knee injury at 8:00 AM, I received a call from the Lion Health team by 8:10 AM offering me an appointment with the physiotherapist at 9:45 AM that same day. During the half-hour session, the physiotherapist identified the issue, provided advice, and promptly sent me an email with detailed exercise instructions upon my return home. The level of service provided was outstanding, demonstrating exceptional teamwork from Lion Health.

Friendly reception made the visit pleasant

Outstanding experience

Timely callbacks and responsive care throughout treatment

After seeing numerous unfavorable comments circulating on social media during the pandemic, I was quite hesitant about switching my GP practice following my relocation. However, once my medical treatment concluded at the hospital, I needed to register with a new practice. I can genuinely say that the experience has been excellent from the very beginning. The entire team, including front desk personnel, clinical staff, and medical professionals, have been consistently helpful and accommodating. I have consistently received prompt responses to my inquiries from the medical team. My routine health checks have been scheduled promptly and any necessary tests have been arranged appropriately. The standard of care has been outstanding in my experience. I am genuinely grateful for the level of service provided.

Appointments booked without proper triage process

Repeated appointments without proper assessment? Important information that should be forwarded for specialist referrals not being communicated? Needing to repeat the entire process multiple times to achieve results? Disappointing experience.

Impossible to get appointments through their system

I relocated to a different GP practice and have been much more satisfied since leaving. During my time at this surgery, I felt that my ongoing healthcare needs were not adequately monitored, as I rarely received invitations for routine reviews. The appointments I did attend were predominantly conducted by telephone, which I found limiting for certain types of assessments. The appointment booking system appeared inefficient and difficult to navigate. I noticed the waiting room was frequently quiet, which suggested to me that appointment slots were not being fully utilised. My family member experienced significant health concerns and, after navigating multiple online assessment forms and telephone consultations, ultimately needed to contact alternative NHS services for support. I believe that when patients cannot access timely appointments at their local surgery, they are forced to seek help elsewhere, which places additional strain on emergency services and contributes to wider pressures within the NHS. In my view, this practice has operated in a similar manner for an extended period without meaningful improvements. I found the overall experience frustrating and felt that the service fell short of what patients deserve.

Friendly doctors who actually follow things through

I am very satisfied with this practice as my GP, and specialists at the local hospital have expressed positive regard for the clinicians here and consider their input seriously. The healthcare team has consistently demonstrated friendliness, helpfulness, and empathy during every interaction and appointment. They ensure thorough follow-up on all matters and conduct comprehensive checks. This has been a significantly improved experience compared to my previous practice, where I felt certain concerns and symptoms were not adequately addressed.

Caring staff making the best of difficult times

The team here are wonderful and genuinely caring, doing their best to manage challenging circumstances. The clinical staff and front desk personnel alike demonstrate professionalism and kindness in their approach.

Long waits but won't see late patients

The service at this practice is frustrating. Appointments seem inflexible, with strict punctuality expected from patients while delays from the practice appear to be tolerated. I would hesitate to recommend this surgery to others, as my experience left me feeling disappointed with the overall standard of care provided.

Helpful doctor who follows up with calls

The clinician at this practice is excellent, genuinely supportive, and consistently provides follow-up contact after diagnostic procedures. They demonstrate a compassionate approach to patient care. Highly recommended ⭐️

Felt unheard and impersonal during visit

The practice felt quite detached and lacking in understanding of my personal circumstances. I have concerns about whether I feel genuinely secure in their care.

Long waits despite urgent appointment booking

Lion Health has recently implemented a pharmacist referral service that appears to have longer waiting times compared to GP appointments. I attended an urgent appointment at the Oldswinford location that was scheduled two days in advance, but experienced a significant delay, waiting approximately 30 minutes beyond the scheduled appointment time without being seen.

Struggling to book appointments at overbooked surgery

This practice used to be excellent. It appears to have expanded its patient list significantly. Obtaining an appointment has become challenging, and it is uncommon to have continuity with the same clinician across visits.

Pharmacist gave quick helpful advice for ear pain

I attended the pharmacy today experiencing ear discomfort. I was attended to promptly by the pharmacy staff member and received useful guidance. The service provided was of a high standard and much appreciated.

Frustrating phone system makes appointments needlessly difficult

The telephone system is frustratingly inefficient and impersonal. Upon contacting the practice, you become merely a number in a system; you wait through automated messages and speak with staff members who appear to view patients as the source of their difficulties rather than those they serve. The overall experience feels detached and mechanical, lacking any sense of personal connection. The principles of the NHS seem undermined here by excessive bureaucracy, institutional attitudes, and capacity issues. This would not be a preferred choice for healthcare if alternatives were available. The associated pharmacy also experiences significant delays in dispensing medication, with staff who seem to regard patient interactions as an inconvenience rather than part of their role. There is frustration with the overall approach to patient care at this location. When will meaningful change occur? An independent assessment of the patient experience here would likely reveal systemic problems reflective of broader issues within healthcare delivery. An update notes that some adjustments to the telephone system have provided modest improvements. The constraints on NHS resources combined with high patient numbers create a slow process that appears to be making some effort toward better functioning. Ultimately, patients will be seen, though their concerns may not be fully addressed or comprehended, prescriptions will be issued, and preventative services are available, though the process is lengthy, staff will not retain information between visits, and navigating the system feels overwhelming. The limited resources available to the NHS must be acknowledged as a contributing factor. However, the practice management organisation bears significant responsibility. Government intervention in NHS operations requires urgent attention, as the system faces serious sustainability challenges. Due to these modest improvements, a slightly higher rating was initially given. However, the telephone system remains so problematic that this improved rating cannot be justified. Callers are repeatedly transferred between departments, placed on extended holds, and ultimately directed to staff unfamiliar with their history who prioritise ending the interaction quickly. Multiple attempts across several days are often necessary to receive meaningful assistance, even for straightforward requests such as updating records. Staff retention of patient information is non-existent. The experience feels unpredictable and frustrating. While NHS funding constraints are undeniably a significant nationwide issue, the practice management organisation has developed into an operation that prioritises efficiency metrics over patient care quality. Clinical staff appear to have been directed to process patients rapidly, which, while partly attributable to resource limitations, is executed in a manner that feels dismissive. Outcomes depend heavily on chance and which clinician is available on any given day, creating inconsistency that significantly impacts whether problems are resolved or even properly understood. The call system lacks a simple option to speak with someone without booking an appointment, instead directing callers toward appointment scheduling and then discouraging them from proceeding. This design likely results in patients not receiving needed support. The variability in outcomes based on which day contact is made represents a substantial structural problem. Many clinicians appear to operate under pressure to see patients as quickly as possible, which, though partly a resource issue, is implemented in ways that feel unnecessarily cold and impersonal. The entire experience is characterised by unpredictability, chaos, and isolation. One positive aspect: a receptionist provides exceptional service, demonstrating both efficiency and genuine friendliness. This individual represents the standard of care that should be consistent throughout the organisation. Meaningful resolution appears unlikely unless the practice management organisation undergoes fundamental restructuring or closure.

Easy to get appointments when you need them

I have consistently had a positive experience with this practice and have never had difficulty obtaining an appointment. I completed the registration form in the morning and received a call back within minutes of submission. The responsiveness was impressive.

Impossible to book an appointment here

I would rate this lower if possible. Attempting to secure an appointment feels futile. I have not been able to visit the practice in years. The standard guidance I receive is consistently to visit a pharmacy or contact the NHS helpline instead.

Referral delays left us frustrated

This practice does not merit a single star rating. Following a three-week period, the team has demonstrated an inability to process an urgent specialist referral in a timely manner. Their primary strength appears to be offering explanations for their shortcomings rather than resolving them. The service provided represents poor value for public funding. A private healthcare model would be preferable.

Getting appointments has become nearly impossible

I have been a patient at this surgery for several years and have historically been satisfied with the care provided. However, I am increasingly concerned about the difficulty in obtaining appointments now that multiple practices have consolidated. This is particularly disappointing given recent staffing changes and the introduction of new administrative systems, which seem to have further reduced continuity of care and appointment availability. The situation has become so challenging that I have had to attend accident and emergency on multiple occasions when I was unable to secure an appointment. I recently received a call offering an appointment for the following day regarding an ongoing health matter I had discussed previously, yet I remain frustrated that complex issues sometimes require multiple visits to be properly addressed. I believe this matter warrants escalation to relevant local representatives and regulatory bodies.

Refused to see my young child for a week

I would give a lower rating if possible. My young child had an eye infection. The practice was unwilling to arrange an appointment for several days. Repeated requests for a consultation were either not acknowledged or redirected elsewhere. Following a week of persistent contact attempts, medication was issued without an in-person examination. I found this approach deeply unsatisfactory and subsequently transferred to a different practice. Healthcare professionals I know in community settings have indicated that a child of this age should ideally have been assessed promptly.

Quick appointment booking through new system

I was able to book a non-urgent appointment through the new system for my child within a couple of days. This was a positive experience overall.