Pinfold Medical Practice

Terrible phone service but great in-person help

I endured a 20-minute hold just to inquire about a prescription that should have been on my repeat list but wasn't. The phone receptionist claimed, in her "14 years of experience," that this situation had never occurred before (a statement later contradicted by the practice manager) and insisted I should have received an automated message. When I tried to point out that no such message had been sent, she became increasingly hostile and ultimately terminated the call. In contrast, my in-person interaction to address both the prescription issue and my complaint was met with exceptional service - the staff were compassionate, professional, and genuinely helpful. It seems these negative experiences might stem from a single problematic employee who, despite her lengthy tenure, has failed to grasp that customer service involves more than just speaking with a polished accent, but also requires genuine respect and courtesy. I sincerely hope the practice will take steps to address their staffing concerns and ensure such unprofessional behavior is not repeated.

Terrible phone system leaves patients frustrated and helpless

The most abysmal communication setup I've encountered. Not once have I managed a successful connection. Despite their advertised 8am opening, when I ring just two minutes after, I'm immediately disconnected without even being placed in a waiting line for scheduling. The complete lack of accessibility is unacceptable. I will definitely be transferring my medical care elsewhere.

Terrible experience with surgical procedure

I cannot endorse undergoing this particular surgical procedure.

Shocking medical practice with zero customer care

Utterly revolting experience. I brought a medical form to our family doctor's office for my young son, who has a dairy allergy, to be signed so he can have a school lunch. Since we're still consulting with a dietitian via phone, the GP needed to complete this. A letter was included stating the surgery would not charge, as an NHS doctor would handle it. Despite presenting this documentation, the receptionist completely ignored it and demanded I pay £25 for a simple signature. Even after I pointed out the letter explaining no fee was required, she remained indifferent and insisted I pay. The whole situation was infuriating and completely unacceptable.

Dangerous medical negligence nearly cost me my life

I endured the most horrific encounter with this medical practice imaginable. They abruptly discontinued medication I had been taking for two and a half years, which nearly resulted in my demise. I was forced to acquire my essential drugs through underground channels for six weeks until they finally addressed the issue. Their only response was a hollow apology and a promise it wouldn't recur. This is an absolutely dreadful facility that I vehemently warn others to avoid. If the rating system allowed, I would assign zero stars - they don't even deserve a single star for their incompetence and negligence.

Terrible service and inconsistent mask policy

I arrived for my scheduled blood test but still had to wait an additional 20 minutes, and the receptionist Yasmeen is incredibly unprofessional and consistently displays this behavior. A patient explained he couldn't wear a mask due to health issues and mentioned he had been examined, but Yasmeen insisted that at their medical practice, no one is exempt and he must wait outside. Ironically, just 10 minutes earlier, she herself was not wearing a mask. Only after the patient directly asked did she finally provide him with a mask. I'm genuinely perplexed as to how she continues to be employed despite receiving numerous negative reviews about her conduct.

Disabled student betrayed by uncaring gp practice

I am documenting this on behalf of my daughter, who prefers to remain nameless; I am a registered long-term patient but discovered today, without the legally required written notification from NHS England, that I have been removed from their patient list because I am a university student. I was arbitrarily made inactive based on an assumption that I am never in Loughborough, despite being away for only ten weeks total each year - two weeks per semester and six weeks during summer. As a disabled individual requiring regular medication and injections to maintain a semblance of normal functioning, this abrupt removal is deeply concerning. No alternative GP services have been offered, which contradicts NHS England's recommendations. With merely three days of medication remaining, I was callously advised to contact 111 or visit A&E. One can only imagine what the local hospital would think of such treatment. The administrative staff demonstrate a profound ignorance of patient rights and display a complete lack of empathy during multiple interactions. Today's encounter was particularly cold and unhelpful, showing no understanding that visiting the practice is not feasible for someone with disabilities. The absence of patient care and compassion is striking. This practice appears to operate on stereotypes, with poorly trained staff and an absent practice manager who never responds to calls. The senior partners implement patient care without consideration of proper procedures or basic human dignity. Ultimately, this is a disgraceful practice more concerned with financial gain than patient welfare.

Terrible service and disappointing product quality

Extremely poor customer service and subpar product standards

Unprofessional and immature staff at their worst

Reception staff are complete emotional wrecks Constantly moody and oversensitive around the clock

Terrible service ruins patient's medical experience

I went to the medical clinic to submit my kidney stone sample for analysis, hoping to assist my doctor in determining the most effective treatment approach. The receptionist was incredibly unhelpful and discourteous, dismissing me without assistance. As a result, I am planning to remove my entire family from this completely ineffective healthcare practice.

Smooth service with helpful healthcare professionals

I've had consistently smooth experiences with their e-consult service and reception team. Every interaction has been handled with professionalism, and I haven't encountered any problems whatsoever.

Frustrating healthcare experience with unhelpful staff

This medical practice is incredibly frustrating with its appointment booking process. They completely refuse to offer any booking slots through the NHS app, forcing patients to call in manually. The receptionist who handles these calls is consistently unpleasant and unhelpful. Moreover, if you don't contact them before 9:30 am, you're essentially out of luck - all appointments seem to vanish instantly, whether for the next day, week, or month, with absolutely no clarity. To make matters worse, the staff member responsible for scheduling appointments is prone to errors when recording appointment dates. Overall, it's an absolute disaster of a healthcare provider.

Frustrating phone system ruins potential healthcare experience

Spent quarter of an hour on hold, only to be informed no slots are open. This recurring issue highlights a dysfunctional scheduling system where the default response is simply "try again tomorrow" - as if securing a medical consultation were some kind of random chance game. We're talking about healthcare, not a daily gamble. Despite these frustrating booking challenges, I will acknowledge that once you actually manage to secure an appointment through this convoluted process, the physicians themselves provide quality care.

Cutting-edge detection saved my future health journey

Caught my health issue early, well before any signs appeared - truly preventative care. Dr. Bond and Dr. Brockhurst were exceptional in their approach 👌

Worst customer experience ever waste of time

Utterly abysmal customer support, wasted 21 agonizing minutes enduring subpar assistance before being unceremoniously transferred to a different location.

Unhelpful staff make visiting this place frustrating

The front desk staff seem to think they're some kind of elite gatekeepers, acting all high and mighty despite having zero actual authority.

Fantastic medical care at pinfold medical centre

Recently relocated from Dishley Grange due to their abysmal service (appointment booking was impossible). Pinfold Medical Centre is a complete game-changer! The physicians are warm and attentive, genuinely interested in understanding your health concerns rather than rushing you out. Their online consultation system is a standout feature, enabling doctors to provide rapid responses for straightforward medical queries and prescriptions. An EXCELLENT healthcare practice!

Unhelpful staff ruins medical consultation experience

The phone representative lacks empathy and professionalism. When I was having difficulty articulating my concerns, she accused me of being aggressive, which undermined my ability to communicate effectively. As a result, the doctor dismissed my issues, and I was abruptly told to go outside and get some air, as if that would somehow resolve my medical problems.

Heartless doctors failed my grieving family

My father recently died, and my mother was supposed to assist the GP in pronouncing his death via a video consultation with a doctor from the practice. Given that her husband had passed away just an hour earlier, she was understandably unable to do so. My son stepped in and described it as an extremely distressing situation. I find this treatment absolutely unacceptable! I understand that new guidelines permit doctors to declare death remotely if household members are self-isolating, but this was not the scenario here. The funeral home dispatched two staff members who were able to enter the house and handle the body, so why couldn't a GP do the same? This entire experience has fundamentally undermined my respect and trust in the medical profession.

Terrible service from unprofessional medical centre staff

What level of unprofessionalism exists among the receptionists at this supposedly professional medical centre? While the physicians themselves are courteous and supportive, the front desk staff are completely ineffective. I wouldn't typically resort to such direct criticism, but when they carelessly misplace critical documents (essentially claiming "we have no clue, we might have accidentally destroyed them") and expect patients to repeatedly complete paperwork as if time is of no value, my frustration becomes unavoidable. The fact that these receptionists cannot manage basic administrative tasks raises serious concerns about potential broader operational failures. A single star might seem severe, but a medical practice requires patient trust, which I absolutely cannot extend to Pinfold - I solely continue using them due to geographical convenience.