Lion Health

Reception staff helped resolve our issues

A family member and I visited the practice together on a recent Thursday afternoon. While the overall service at this practice has been disappointing for some time, we had an exceptionally positive experience during this particular visit. The receptionist provided outstanding support and demonstrated impressive knowledge of the practice systems, which helped resolve several matters we had come to address. Despite us presenting some challenging questions that day, she remained patient and helpful throughout. Although we continue to have reservations about the practice generally, we were very impressed by the professionalism and dedication shown during our appointment.

Sick note requests ignored through new system

Since the introduction of the new appointment system, I have found the service quality to have declined significantly. I required a sick note by a specific deadline, but despite submitting two requests, it has not been provided. I recently experienced a finger injury and sourced information about appropriate support online before requesting a physiotherapy appointment. It took approximately a month to receive an appointment. During the session, the clinician spent a considerable amount of time discussing how I had found the support method rather than providing any practical intervention. I was advised that if the condition did not resolve within six weeks, I should attend the emergency department. I received no actual treatment during the appointment, which felt like a wasted opportunity. I am seriously considering changing my GP practice, and my spouse has already made this decision. It is somewhat ironic given that we both work within the NHS.

Didn't follow up on test results properly

Disappointed with the level of care received. There were concerns about follow-up procedures not being completed as expected, and the guidance provided did not meet expectations. The overall experience has been frustrating and stressful for the family. The practice appears to be struggling with its responsibilities, which may be contributing to broader pressures within the local healthcare system.

Long phone waits and unresponsive to urgent requests

I have had experience with this practice for family matters. Following my relocation some years ago, I have consistently encountered lengthy wait times when calling. A specialist letter went missing during my time as a patient. A request to modify my medication was closed without any steps being taken to address it. When I urgently requested an earlier appointment, one was eventually scheduled but only ten days later, and the practice declined to bring it forward despite my requests, even after emergency services became involved. This has been my poorest experience with a GP practice. I am aware from my own current practice that there are GP surgeries that operate with greater efficiency and responsiveness. I would encourage others to consider exploring alternative options.

Staff communication felt dismissive and rude throughout

The practice's service quality has declined recently. Obtaining appointments for pressing health concerns frequently leaves me feeling undervalued, as interactions with staff members come across as dismissive and condescending. When I eventually secured an appointment, the clinician dominated the conversation and terminated the call prematurely, preventing me from fully expressing my concerns. The entire experience felt lacking in empathy and consideration.

Reception staff dismissive and judgmental toward expectant mothers

My daughter in law attended an appointment with the midwifery team today. It was quite an experience. She felt the interaction was condescending, judgmental and disrespectful. She was disappointed as she expected to receive compassionate care rather than feeling judged, and left upset by the encounter. She felt the healthcare professional could benefit from additional training in providing supportive care to expectant mothers.

Doctor listened and answered my questions well

I received a referral through my GP to speak with a specialist in a particular area of healthcare. The healthcare professional called me at the scheduled time, gave me their full attention, provided clear explanations to my questions and made me feel genuinely listened to. The service was genuinely excellent. Thank you 🙏🏻

Phone staff could improve their manner

The clinical team at this practice is excellent, however some of the staff who handle telephone enquiries could benefit from additional training in patient communication. Their manner came across as dismissive and condescending. Not all patients are comfortable with technology, and this should be taken into consideration.

Long wait despite having a booked appointment

Why schedule an appointment for a flu vaccination if you still have to wait in the queue for 30 minutes? This was a disappointing experience.

Impossible to book an appointment here

This practice has been extremely disappointing. I have found it very difficult to arrange even the most straightforward appointments.

Practice stretched too thin for patient demand

The practice appears to be stretched with a high patient volume relative to available appointment slots. I underwent monitoring for a serious vascular condition at the hospital, but found the primary care service unhelpful in supporting this. During a routine health check, I felt the clinical staff did not review my medical history thoroughly, and the interaction seemed focused on completing a checklist rather than providing personalised care. The pharmacy services also fell short of expectations.

Long waits and slow prescription forwarding let us down

My father is approaching 90 years old this year. My mother is bedbound and in her mid-80s. My father serves as her primary carer between visits from the local care team. My father developed an infection on his legs, and my sister contacted the surgery. He was eventually offered an appointment for a home visit approximately two weeks later. This timeframe felt unacceptable. When a district nurse visited to attend to my mother, she observed the severity of my father's condition and expressed concern about the delay in treatment. She advised my sister to contact the surgery again urgently, and she herself arranged for a nurse from another service to assess my father. My mother has required multiple hospital admissions over the past five months. Each time she is discharged, new prescriptions are not sent to the pharmacy without us having to chase them. On one occasion, the pharmacy did not receive the prescription for over a week after discharge. This occurred after I spent considerable time on hold before speaking to someone, and then waited further time to get a response. The service experience has been poor. I have not heard positive feedback about this practice from others. It is particularly difficult for people in their late 80s to navigate the system. Many elderly people lack internet access or familiarity with how to use it. The practice would benefit from reviewing and improving their processes. The prescription handling and appointment booking systems need urgent attention.

Dismissive approach to leg pain concerns

My mother attended an appointment regarding leg pain that significantly affects her mobility and daily activities. During the consultation, the clinician appeared disengaged and did not conduct any physical examination or assessment of the affected area. The only recommendation provided was to continue with pain relief medication. The lack of thorough investigation into her symptoms was disappointing and felt unhelpful. The practice would benefit from a significant review of its approach to patient care.

Online booking lacks appointment preference options

I appreciate the online booking system and find it quite convenient to use. However, I notice there isn't an option to indicate preferences regarding which clinician to see or when, unlike some other patient portals. While I recognise this may be a limitation of the booking platform itself, appointment scheduling ultimately remains a practice decision. Since many of the clinicians working at the practice are unfamiliar to me, it would be beneficial if the appointment notification system could suggest one or two available clinicians. This would allow patients greater control over their choice based on factors such as language, gender, and other personal preferences. I mention this because in recent months, my appointments have typically been with clinicians of a particular background, and I would value the ability to select based on the diversity of clinicians available to me.

Long phone queues due to system issues

Attempted to call to book an appointment recently and was informed that due to a technical issue there is currently a waiting list for available slots and to contact the practice again at a later date. I would have rated this lower than one star if that option had been possible, as I found the service to be extremely disappointing.

Home visits arranged but follow-up bloods never happened

My husband recently spent time as an inpatient at a local hospital and upon discharge, a healthcare professional visited him at home and provided excellent support and assistance, including arranging for blood tests to be conducted at our residence. However, difficulties arose when follow-up blood tests were requested. Since my husband is currently unable to leave the house, we were informed that the tests would be carried out on one of two specific dates in late July. I made contact with the relevant department on three separate occasions to enquire about the delay, and was assured that someone would investigate and return my call. Unfortunately, this did not happen. I decided to contact the phlebotomy service directly and was informed that my husband had not been scheduled for the repeat blood tests. The service provider previously demonstrated efficiency and responsiveness, but I have noticed a decline in their performance following recent organisational changes. I am concerned that phone enquiries from older patients are now experiencing longer wait times and reduced attention. It feels as though we have become viewed as a burden because we are less comfortable with modern digital systems. While ageing is a natural part of life, it is disheartening to feel that our needs are being deprioritised.

System at capacity before breakfast time

What is the purpose of the new appointment system if requests cannot be processed by mid-morning due to the system reaching its daily capacity limit?

New system made booking harder than before

It appears I had received various communications about the new system being implemented, so it was not unexpected when I was informed that an appointment could not be confirmed for this morning. The practice's recent changes have not resulted in the improvements I had hoped for.

Health coaching support made a real difference

I have been working with the health coaching service at the practice after experiencing significant weight gain following a personal loss, and having been diagnosed with elevated blood pressure. Through this support, I have managed to achieve meaningful weight loss and bring my blood pressure to a healthier level, which has meant I no longer require medication for this condition. While there remains further progress to be made, the continued guidance and encouragement from this service gives me confidence that positive changes will continue. I am very appreciative that the practice provides access to this type of support.

Quick response and actually listened to me

Felt compelled to share my own experience following recent feedback about this practice. I submitted an online enquiry at 9.15 and received a phone call by 9.50, with an appointment offered for 11.10 the same morning. During my visit, I felt heard and received a thorough examination, with blood tests and imaging recommended. I left with the necessary paperwork, and before arriving home, I had already been contacted to arrange my imaging appointment for the following week. This represented excellent service from both the practice and the wider NHS. I'm very grateful.