Pinfold Medical Practice

Terrible reception ruins great medical practice

The medical professionals are wonderful, but goodness, the front desk personnel are absolutely appalling. Someone needs to reconsider who represents this practice, as these incredibly unpleasant women appear completely incapable of even the most fundamental courtesy. Calling them rude would be an enormous understatement.

Terrible reception staff ruin an otherwise great practice

Having examined the majority of comments on this platform, I must concur with the numerous critical remarks regarding the receptionists at this medical practice. As a long-standing patient of nearly ten years, the notorious 'Yasmine' has repeatedly subjected me to verbal harassment, to the extent that even when proven incorrect, she steadfastly refuses to apologize and continues to unleash further verbal abuse!! The sole reason I continue to seek treatment here is exclusively due to Dr. Janice Brunskill, undoubtedly the most exceptional GP affiliated with this practice, who comprehends my medical background with remarkable depth and possesses unparalleled medical expertise. Were it not for her, I would have immediately transferred to another clinic. Beyond her exceptional care, this organization remains utterly incompetent, and it is high time they critically evaluate their receptionists' conduct, as their attitude is thoroughly unacceptable!

Exceptional healthcare at its finest local practice

Pinfold Medical Practice stands out as an exceptional healthcare facility that I've encountered. The physicians and personnel are incredibly supportive and attentive. The practice has undergone a remarkable renovation, elevating its appearance and functionality to an impressive level. Residents of Loughborough can truly take pride in having such a top-notch medical center in their community. Congratulations on maintaining such a high-quality healthcare environment.

Heartless receptionist destroys patient's hope and dignity

My elderly mother, battling cancer during a pandemic, was attempting to discuss a recurring prescription with the front desk staff. The receptionist, I believe her name was Yasmina, displayed an appalling lack of compassion and professionalism, seeming completely unsuited to be the initial point of contact for patients. Her demeanor was shockingly insensitive, and I must emphasize that this is not an isolated incident in my interactions with this particular employee. The entire encounter was thoroughly unpleasant and deeply disappointing!!

Friendly staff and excellent customer care

From what I've observed, the staff demonstrates politeness and competence. Much appreciated.

Terrible customer service at front desk

The front desk staff displays a consistently unwelcoming and discourteous demeanor.

Compassionate care during a challenging family transition

During her house sale and relocation to Loughborough to be close to her remaining family, my mother suffered a two-part ankle fracture in Kent while inspecting her property and collecting mail. The medical team was accommodating, agreeing to treat her temporarily while she was staying with us, which facilitated a smooth transfer to a local hospital. Unlike many healthcare professionals, these doctors were attentive and didn't rush, which is crucial when dealing with complex conditions like Chronic Fatigue Syndrome and fibromyalgia, where detailed communication takes time.

Smooth and speedy patient scheduling experience

I received an immediate response when I called, and the front desk staff was incredibly accommodating. As a first-time patient, I managed to schedule my appointment and resolve all my inquiries in just a matter of minutes.

Professional and punctual dental care

Consistently punctual and reliable with scheduling.

Terrible customer service at medical practice

Absolute discourtesy displayed by the receptionist during our phone interaction made scheduling an appointment completely impossible

Terrible service and unprofessional staff avoid at all costs

Scheduling an appointment here is practically impossible, and by the time you manage to get through, all available slots have vanished. They continue to advertise for new patients online, which raises questions about how older individuals are securing medical care. Despite being a patient with them for three decades, I'm now considering finding an alternative healthcare provider. During a recent visit, I was publicly confronted by a receptionist about allegedly taking too many medications, an accusation made in front of a packed waiting room. After carefully checking my medication records, I confirmed I was actually late in collecting my prescription, not early. When I called back to explain the situation to another staff member, I received no acknowledgment or apology. Being questioned about potential medication misuse in such a public and humiliating manner was deeply uncomfortable, especially when the accusation was completely unfounded.

Terrible service and unwelcoming staff nightmare

Absolutely dreadful staff working the front desk. Their incompetence is mind-boggling, and I can't comprehend how they were ever hired. Steer clear of this place.

Booking appointments here is a soul-crushing nightmare

I've been a patient here since 1993, and the service has drastically deteriorated. Previously, securing a same-day or next-week appointment was effortless. Now, it's an arduous battle. The booking process requires calling precisely between 8:00 and 8:30 am, but the phone line consistently remains busy for 15-35 minutes. When I finally reach someone, I'm invariably informed that all appointments are gone, with instructions to retry the following day. This cycle repeats endlessly. Today, I wasn't even connected until 8:20 am, greeted by an unsympathetic AI announcing I was 15th in the queue. Mind-numbing chillwave music plays, barely preventing me from hurling my phone across the room. After seven minutes, I'm fifth in line. Excruciatingly repetitive synthesizer melodies provoke increasingly hostile thoughts. At 8:29, I finally reach a receptionist - only to be told no appointments remain. The recommendation: try again tomorrow or leave a message for the doctor. Defeated, I submit a note and weep into my phone, mourning another wasted half-hour. Online booking is equally impossible unless I'm willing to schedule 3-5 weeks ahead. Unfortunately, I lack the clairvoyance to predict illness so far in advance. I'm seriously considering booking a speculative appointment and fabricating symptoms if I'm healthy. The NHS's chronic underfunding is clearly responsible for this nightmare. My advice: stop supporting the Conservative party unless you enjoy perpetual telephonic torment.

Terrible service ruins years of patient loyalty

I've been a loyal patient at this practice since my teenage years, now well into my 30s. Throughout this time, I've consistently adhered to their policies, providing advance notice for missed appointments and maintaining a respectful demeanor, even when faced with discourteous reception staff. My simple expectation is to receive medical care and have my personal information handled with professionalism and discretion. However, the practice has repeatedly demonstrated administrative incompetence. Despite multiple attempts to clarify my residential status within their catchment area since my daughter's birth, they continue to create unnecessary complications. My 5-month-old daughter is currently suffering from a severe cold, and when I called to schedule an appointment, I was informed that she has been unregistered due to their internal confusion. I am now required to interrupt her care and provide address verification once again. The suggestion to file a written complaint seems futile - they'll likely just re-register her, but can I truly trust an organization that consistently fails to maintain accurate records and listen to patient concerns? The term "incompetent" barely scratches the surface of their administrative shortcomings. It's particularly frustrating because the medical staff - doctors and nurses - have always been exceptional.

Great service with clear medical communication

They consistently offer convenient scheduling when I require medical attention, and the physicians provide thorough, clear explanations of my care.

Terrible service from rude receptionist at medical center

My initial encounter was far from pleasant, thanks to Jasmeen at reception who consistently appeared irritated and ill-tempered. To begin with, they managed to misspell my name three times. Excellent service. I'll provide an update after consulting my doctor. During my subsequent visit, I again experienced problems with this same Jasmeen. One has to wonder why someone so discourteous to patients is employed at the front desk.

Frustrating healthcare system with unhelpful staff

Total chaos... if you lack computer access for scheduling, you're out of luck. I tried to book an appointment for my son in person, but the reception staff couldn't assist - we're forced to call precisely at 8am on the day we want an appointment. Absolutely inconvenient for working individuals who can't spend ages waiting on the phone. The only alternative is to physically stand outside and attempt booking at 8am sharp. To make matters worse, the reception team's attitude is incredibly grim and completely unhelpful. At least the doctors themselves are competent What an absolute farce

Terrible service and long wait times

Endured a 45-minute wait to speak with staff, completely unacceptable, I'm definitely switching providers due to their extremely unprofessional service.

Frustrating medical system destroys patient experience

The appointment process is a complete nightmare. Every morning, I'm stuck waiting on hold from 8am for 30 minutes, only to be informed that no slots are available and to try again tomorrow—which predictably yields the exact same frustrating result. While the medical staff themselves are incredibly competent and compassionate when you finally manage to see them, the scheduling system is an absolute disaster that undermines their excellent work. I've never once heard anyone speak positively about this practice, and despite being registered here since birth, I'm now relocating my entire family to a different surgery because the current situation has become utterly unacceptable.

Frustrating booking system ruins patient experience

Absolutely appalling system. The phone line is perpetually busy starting at 8am, and by the time someone picks up around 8:10, every single appointment has been booked. I could tolerate this if it happened occasionally, but this is a consistent pattern that happens repeatedly.