Lion Health

Prompt appointment and reassuring care

Excellent service. I was seen by a member of the clinical team, who quickly reassured me and arranged for diagnostic imaging to be scheduled promptly. The care I received was of a very high standard. Much appreciated!

Struggling to book appointments through the system

Is it actually possible to book an appointment through the online system? I haven't had any success after attempting for a couple of days.

Couldn't get through on the phone

I found the service to be unhelpful.

Struggled to get through on the phone about a lump

My partner, who is fortunately nearing the end of treatment for a serious health condition, discovered a concerning physical symptom a few weeks ago but was unable to obtain an appointment until recently. Upon finally getting through, she was instructed to complete an online application form with no guidance provided. As she is less comfortable with digital processes than I am, this presented a difficulty. We were informed that even if she manages to submit the application, an appointment would only be offered if a clinician deems it necessary. It is worth noting that during a previous period, remote consultations repeatedly attributed her symptoms to common conditions until a clinician recognised something more serious was occurring, leading to hospital referral and a significant diagnosis. Given that she has previously experienced a serious illness, one might reasonably expect that a new symptom would be treated with appropriate urgency and priority.

New booking process left us confused and frustrated

There was insufficient communication regarding the updated appointment booking system, which resulted in a delay of approximately two days. The process did not feel accessible to all users. When using the new booking system to arrange an appointment covering two separate health concerns, only one was recorded in the booking confirmation, with no acknowledgement of the second matter. Upon arrival ten minutes early, the wait to be seen extended significantly beyond the scheduled appointment time. During the consultation, discussion was limited to only the first issue, despite this taking minimal time, and the second concern was not addressed. The new system and the in-person experience both lacked a practical, flexible approach to managing multiple health matters.

Felt genuinely listened to at last

I have been associated with this practice across several periods spanning many decades. While I have frequently encountered complaints regarding service quality and appointment availability, I felt compelled to share feedback following a recent visit where I received exceptional and courteous care. The clinician I saw was remarkably thorough and provided kind and honest guidance regarding potential health considerations I may face. I felt this positive experience warranted acknowledgment.

Impossible to get an appointment here

The service provided has been deeply disappointing, and I have decided to switch to a different practice as it has become extremely difficult to obtain an appointment when required.

Reception team made booking straightforward and easy

I would like to thank the team and the clinician in particular for providing outstanding assistance. Your cooperation and time spent was greatly appreciated, a testament to excellent NHS support.

Online booking system makes appointments impossible

Since the transition to the online system, the service has deteriorated significantly. It appears that reception staff have been directed to discourage phone contact and direct all patients toward the digital platform. The online booking system frequently reaches capacity and becomes unavailable. While the clinical staff are competent, accessing appointments or establishing communication proves extremely challenging. The overall experience has been frustrating and feels inadequately managed.

New booking system left me feeling forgotten

Following a lengthy period of consistently excellent care, the introduction of the new system has caused me considerable frustration. I contacted the surgery to arrange an appointment as instructed during a previous call. The receptionist registered me for the new system but failed to mention there was only a one-hour window to complete the password setup. After she submitted my details, I was told the request would be reviewed and someone would get back to me. I had mentioned I would be away during a specific period and needed to update some personal information beforehand. After a day and a half, I rang the surgery again only to discover an appointment had already been scheduled for a date during my absence. I received no prior notification of this booking, which has left me feeling disappointed and frustrated that patients seem to be overlooked while the NHS increasingly relies on automated systems. I remain concerned about an ongoing health issue that requires attention.

Reception team polite and responsive to requests

I have consistently had a positive experience with this practice. The front desk staff are always courteous and helpful. When I request a callback from a clinician, I reliably receive one. On occasions where an in-person appointment is needed following the call, I have been accommodated on the same day. Overall, I consider the standard of care provided to be excellent.

Nursing care made a real difference to my recovery

I would like to express my gratitude to the nursing team for their assistance with treatment and wound care management for a lower back condition. Over the past several weeks, I have received consistent care and support, which has been excellent. The healthcare professional involved demonstrated empathy, compassion, meticulous attention to detail, and a high level of professionalism throughout my treatment. I believe they are a valuable member of the practice and I am very grateful for the care provided 🙂

Reception delays and booking system frustrations

Quite disappointing and the experience created considerable frustration. During my first pregnancy, the healthcare professional dismissed my concerns and showed little interest in addressing them. When I requested a change for my second pregnancy, the replacement team were much more attentive and informed me that the issues I'd experienced previously should have warranted hospital referral, as they weren't typical—a consultant later questioned the same thing. I had endured months of severe pain that affected my mobility without receiving medication. Following my pregnancy, the practice initially failed to arrange a necessary follow-up appointment as instructed by the hospital after a serious complication, though this was eventually scheduled after intervention from another healthcare provider. Upon attending, my blood pressure was checked but I was told they needed to consult with someone and would call me back, suggesting the appointment hadn't been properly arranged with a doctor as the hospital had specified. More recently, I attempted to book an appointment through the online system which wasn't functioning. I called at 8am and was assured of an appointment, then remained at home for 5 hours awaiting confirmation of timing. When I called to follow up after 30 minutes, the person who answered disconnected the call. It took 6 hours total to learn the appointment was scheduled two days later. My son had a minor infected wound, and given the previous day's difficulties, I tried the pharmacy first, who directed me to 111 or the practice. The 111 service advised contacting the practice. The practice claimed they couldn't override their system which was flagging it as an emergency requiring A&E attendance, though my son showed no serious infection signs and was behaving normally, so I knew antibiotics would suffice. After considerable back and forth, we received an evening appointment to find the surgery was quiet. Though the doctor was helpful, we've since registered the children elsewhere as the administrative team appears to prioritise procedure over practical judgment. This likely contributes to A&E pressures. In another instance, we consulted a doctor about my son's difficulty walking, suspecting a sprained ankle. We were told it was likely minor, to provide painkillers and he'd probably improve, but to get an x-ray to be certain. After visiting two hospitals—having been initially directed to one that doesn't x-ray children—we discovered my son had a fracture. I eventually had my blood pressure appointment after waiting all morning for a call. The doctor showed limited engagement despite my medical history, so I'm also transferring my care elsewhere.

Appointment ran smoothly and felt well organised

Had my annual review today after needing to reschedule to fit with my schedule. The appointment started promptly and was conducted by a member of staff who demonstrated professionalism, efficiency and a pleasant manner throughout. They were a real asset to the practice.

Quick appointment after simple form completion

Completed the initial registration form this morning, which was straightforward to fill out. An appointment was arranged for later that same day.

Wrong information given during appointment

The overall rating speaks for itself – this has been an extremely disappointing experience. I received information that I later had confirmed by multiple independent sources to be inaccurate. Additionally, I was asked questions during the booking process that seemed unrelated to my actual appointment and didn't appear to influence the outcome. I've decided to register with a different practice as I've lost confidence in this one. The appointment waiting times are lengthy, and I found that staff members and clinicians alike seemed unfamiliar with the relevant details of my case. I have serious concerns about the quality of care being provided here and worry about the potential impact on patient safety. I would encourage others to consider alternative options rather than persisting with this practice. When a surgery has consistently low ratings across multiple reviews, it suggests there are genuine underlying issues that warrant attention. I note the practice currently has a "requires improvement" rating from their most recent inspection, and I suspect standards may have declined further since then. Switching to another surgery proved straightforward and took minimal time. I would advise anyone considering their options to pay close attention to patient feedback and ratings when choosing where to register. I believe this practice requires urgent scrutiny to ensure patient safety is being properly safeguarded.

Long waits and having to restart the process

I would strongly advise caution before seeking care at this practice. When I contacted them regarding my child's ongoing ear concerns, I was advised to ring back if symptoms persisted. Upon following this guidance and calling again, I discovered that the clinician who had previously seen my child was no longer available, meaning we would need to restart the entire process from scratch. No appointment slots were offered, so we were directed to return to the standard walk-in system and queue from 8am for an available slot. This felt incredibly frustrating. Eventually, an appointment was arranged through their triage process, though it took a week to secure. During this waiting period, my child required multiple doses of painkillers and anti-inflammatory medication to manage symptoms. When we visited the pharmacy, they identified a recurrence of the ear infection affecting both ears but were unable to dispense a prescription due to the ongoing difficulties with the practice. We managed to locate a small amount of ear drops remaining from a previous treatment and used these to provide relief. When my child was subsequently seen by a clinician, we were criticised for this action, despite the significant delays in accessing professional care. It appears that if the practice operated more efficiently and made themselves more accessible, patients would not feel compelled to manage their own healthcare in this manner.

Excellent care let down by outdated booking system

I have to say, from my experience, I don't think this NHS doctors surgery is deserving of such a low Google rating. If it wasn't for the outdated appointment booking system that requires calling at a specific time in the morning, this doctors surgery would easily be a 5 star service. I don't understand why they don't just implement an online booking system, similar to how other NHS services allow appointments to be booked digitally. It can't be that difficult or expensive to do so. Anyway, the last two clinicians I have met and spoken with have been nothing less than exemplary. Thank you for your time and professional conduct.

Confusing staff changes left me uncertain

I'm unsure about my current healthcare provider following recent staff changes at the practice. Several clinicians I previously saw are no longer available, and I'm uncertain who now has continuity of my medical records and ongoing care needs.

Long waits on hold with no appointments available

I called at the opening time seeking an appointment and waited nearly an hour on hold, only to be informed that no slots were available. This has now happened on consecutive days. The practice appears to be experiencing significant difficulties in managing appointment availability, which has been frustrating and disappointing.