Kirton Lindsey Surgery

Pharmacy helpful but booking system frustrating

The pharmacy staff member is lovely and very helpful. I cannot comment on appointment availability as I have never been able to secure one. The automated ordering system has been problematic, particularly when requesting medications, as it has repeatedly confirmed incorrect items back to me when I have attempted to use it. I now prefer to use the telephone line or the app instead.

Phone queues made booking an appointment impossible

This feedback relates to the experience of attempting to secure an appointment, which was unsuccessful, and does not reflect on clinical capabilities. This morning, I spent approximately 79 minutes trying to reach reception by telephone. The first attempt involved 31 minutes listening to an automated message indicating I was first in the queue, which never connected, followed by a second call lasting 48 minutes that was eventually answered. However, I was simply informed that no appointments were available and advised to either try calling again the following day or attend the surgery in person upon opening, meaning joining a queue. The underlying issues could stem from various factors such as high patient demand, insufficient staffing levels, or limitations in the telephone answering system. This situation requires urgent attention, otherwise patients may increasingly turn to private healthcare alternatives, as has already occurred with dental services. Update: Several years ago, government officials acknowledged that the NHS system faced significant challenges. Currently, obtaining a same-day appointment through the online booking system or by contacting reception remains extremely difficult and often proves impossible. The NHS continues to face substantial operational and financial pressures, and the reception and appointment booking processes at this surgery appear inadequate for current demand. Similar concerns extend to the wider regulatory framework overseeing healthcare services.

Staff showed genuine compassion during difficult times

The entire team, including pharmacy staff and clinicians, have consistently shown me great kindness. Throughout a challenging period with my health over the past year and a half, my concerns have been handled with genuine compassion and attentiveness.

Receptionist handled emergency booking with impressive efficiency

I would like to express my sincere gratitude to the receptionist at the surgery for providing excellent service and promptly arranging an appointment this morning. I live some distance away and was unfamiliar with the practice, but I recognised the situation required urgent attention. The receptionist handled the booking with impressive efficiency and was able to accommodate the appointment within a timeframe that worked with my travel arrangements. I am extremely grateful for their help.

Reception staff dismissive about appointment confusion

It's unfortunate really. The affiliated practice has genuinely pleasant staff who interact with patients respectfully. I attended for an appointment today and was unable to check in. After being overlooked by reception for several minutes, I was eventually acknowledged and told rather curtly that my appointment was scheduled as a telephone consultation. I have memory difficulties that I'd previously discussed with a clinician. When I requested an appointment reminder a few days prior, I received a text confirmation showing the time and a different location. Upon returning to clarify this mix-up, I was dismissed once more with the explanation that "they can't alter that but you were booked for a telephone appointment". The receptionist's manner was dismissive, and I felt the interaction fell short of professional standards. My appointment was scheduled for mid-morning and it's now well past that time with no contact from the doctor, but I'll be requesting to attend the affiliated practice for future appointments. The reception team would benefit from some additional training and support, as multiple patients were overlooked by one member of staff during my visit. The experience reinforced common frustrations people have with GP reception services.

Reception staff wouldn't register me without ID

Visited this surgery around Christmas to register. A member of the reception team informed me I couldn't register without identification. I felt this was contrary to the guidance I was aware of. I was disappointed with the service and the manner in which I was treated.

Receptionists went the extra mile for me

I have needed to seek medical advice on several occasions recently. The reception staff at this practice have been exceptionally helpful, with one team member in particular going above and beyond to assist me. The clinical staff are attentive and genuinely listen to what patients have to say. This is a truly excellent medical practice.

Reception team helped when my son needed urgent care

Excellent service provided by the clinical team. People will always have complaints, but compared to other practices this surgery is excellent. The reception staff are kind and extremely helpful. For example, when a family member was feeling unwell, they were seen within the hour. Thank you to everyone ❤️

Reception ignored waiting patients without backup system

Poor experience at this practice. I left work early to attend a scheduled appointment and arrived ahead of time. The appointment booking system appeared to be unavailable, and there was no reception staff present or alternative arrangements in place. Following a thirty-minute wait, I returned to reception where staff were present but seemed unaware of patients waiting, and I was instructed to reschedule. It felt frustrating that patient time did not appear to be valued. Meanwhile, staff were engaged in conversation and socialising in the corridors rather than attending to those waiting to be seen.

Practice handles high demand without dropping standards

Cannot fault this practice - given the volume of patients they manage, I think they are generally a breath of fresh air. Other family members at practices in the local area are still reporting difficulties accessing appointments post-pandemic, so this practice stands out positively. I'm sure there are occasional issues, but I feel these are exceptions rather than the norm. The clinical staff here are excellent and clearly committed to their work, with junior staff benefiting greatly from the experience and mentorship available at the surgery.

Receptionist's phone manner let the practice down

The practice itself is very good, though it was disappointing to experience rudeness and aggression during a telephone interaction with reception staff. This approach does not reflect well on how patients are treated by the service.

Receptionists blocking access to GP appointments

I find it extremely frustrating to encounter receptionists who appear to be making clinical decisions about whether patients should be seen by a GP. Over the past two months, I have faced repeated difficulties in obtaining an appointment to discuss a concern affecting my eye that was identified during an eye examination. The receptionist did not process my referral as intended, which resulted in my appointment being declined. As a result, I remain without the necessary investigations and care I require. Given my background in healthcare, I find this experience particularly concerning.

Receptionists were dismissive when I called

The reception staff provided disappointing service during my interactions with them. I found them unhelpful and unwelcoming, which made me feel like an inconvenience when contacting the practice. It is unfortunate because the clinical staff are actually quite good.

Phone calls answered quickly without the wait

Outstanding. Whenever I have needed advice, an appointment, prescriptions and so on, I have never had long to wait. Phone calls answered much quicker than my family's other practice. All staff very helpful, friendly and knowledgeable. A special thank you goes to the clinician who has provided particular help with my current needs and my usual healthcare provider who has supported me greatly over the years, always taking time to discuss matters with me and has been extremely supportive too. A shame to see some negative reviews on here, but I wanted to add my personal experience of both locations. Zero complaints from me. Thank you to all staff!

Online booking limited to two weeks ahead

I personally find one location more suitable than the other, though it ultimately depends on which clinician you're able to see. Online appointment booking is typically limited to a window of approximately two weeks in advance, which can be inconvenient.

Dismissed concerns, later diagnosed elsewhere

COMPLETELY UNACCEPTABLE Was told that my concerns were being overstated and that there was nothing of concern to report. Received a subsequent assessment at another practice which identified TWO SIGNIFICANT FINDINGS. The clinician who saw me previously appeared to have missed important diagnostic information and I have serious concerns about the quality of care provided. AVOID AT ALL COSTS!!

Quick appointment booking with friendly reception staff

Positive initial experience upon registering with the practice, with welcoming and efficient reception staff. The initial health assessment appointment with the nursing team was arranged promptly and proved to be beneficial. When I first needed to request a same-day appointment by telephone, the reception team were courteous, I was able to be seen without significant delay, and the clinician at my appointment was attentive and considerate. I am comfortable with providing the reception staff a brief outline of my concern when booking appointments, as this helps them schedule appropriately. This approach was consistent with my previous practice and appears to be standard procedure.

Reception demanded medical details before appointment

This practice fell well short of expectations. When I attempted to arrange an appointment to discuss a health concern outside of standard working hours, I encountered significant barriers to access. The reception staff insisted on obtaining detailed information about my medical issue before I could proceed further, which I found frustrating. Based on my experience with the clinical team, I did not feel confident in the level of care provided and would suggest that others consider alternative healthcare providers in the area.

Friendly staff and quick appointment slots

The team here are welcoming and approachable, and I rarely experience significant delays during my visits. However, when I need to schedule appointments in advance, the available slots tend to be quite distant in the future.

Emergency appointment request turned away without assessment

My youngest child experienced significant facial swelling upon waking, with difficulty opening their eyes. When they contacted the practice requesting an urgent appointment, they were informed that none were available. Given the potential risk of a serious allergic reaction, I advised them to attend anyway. It's concerning that several hours have now passed without being seen.