The Surgery @ Aylestone

Staff were helpful when I called in

The team has consistently made an effort to assist whenever I've contacted them or required support.

Same day appointment with clear communication

Was able to secure an appointment on the same day and received straightforward, transparent communication from the healthcare provider.

Long wait times spoil an otherwise okay visit

The appointment went reasonably well, however I experienced a significant delay of around 50 minutes beyond my scheduled time. This wait was considerably longer than acceptable.

Reception staff went the extra mile with prescription help

I would like to give a big shout out to the member of staff on reception who has gone the extra mile to help me get my prescription to the chemist before I ran out, having been unable to use the app as the item did not appear on it. They reassured me they would get it sorted before I was rendered without tablets and before I went away and not only have they kept their word to do this, but they also let me know it had been sent to the chemist. Thank you so much! Your help has been much appreciated and I'm really, really grateful. Just a point about items being taken off the app.... I understand it is to prompt patients to have to call in to make an appointment for a medication review, but this is the second time it has caused me issues and I can't be the only one. Perhaps some kind of message could be sent to patients when medication is taken off the app so that we can be alerted to this fact and order prescriptions early enough by phone and avoid running out of medication.

Wasn't told who'd be seeing me at appointments

I don't usually submit reviews, but I felt compelled to do so on this occasion. The practice has recently brought on a clinical practitioner who is conducting telephone assessments and treating patients with various presenting complaints. I was not made aware of this clinician's role and qualifications prior to at least one consultation. Clinical practitioners typically complete shorter training programmes compared to fully qualified medical doctors, and their regulatory status differs from that of doctors registered with statutory bodies. When patients contact the surgery expecting to see a fully qualified doctor and are not informed about the clinician's background and qualifications, this raises concerns about transparency in patient care. Due to these concerns, I decided to register with a different practice. Additionally, when I transferred my care, an important appointment with a healthcare professional was cancelled without prior notification to me.

Physio sessions helpful and felt properly listened to

The physiotherapy appointments have been quite beneficial, and the practitioner demonstrated attentive listening skills throughout the sessions.

Poor communication left us in the dark

My child has been dealing with allergies since early childhood. I was informed there was a waiting list for allergy testing, so I waited a considerable period only to discover she hadn't actually been referred. After arranging a referral myself, I was asked to wait several weeks for a response. When I followed up by contacting the surgery, I learned the hospital had declined the application citing insufficient documentation. The practice prescribed antihistamines and topical treatments, which had not been effective previously, and I felt frustrated not knowing the underlying cause of the allergies. I was only made aware of the rejection when I called to check on progress rather than being notified proactively. I was subsequently advised to try calling at specific times and told that if the application was rejected again, private options might be necessary. Overall, I felt the process was inefficient and that the care I received fell short of what I expected given the resources available to the practice and hospital.

Reception staff were helpful and attentive throughout

The clinician demonstrated genuine care and professionalism from our initial appointment. I was impressed by the thorough approach taken, including a comprehensive check and consultation, followed by a strong prescription provided promptly given the severity of my symptoms. After four weeks, there has been noticeable improvement in my condition, though some symptoms persist. Further tests have been arranged to investigate further. I appreciate the level of concern shown for patient wellbeing, which contrasts with experiences at other practices where less attention is given and minimal intervention is offered.

Friendly staff made me feel genuinely cared for

A very caring practice where every person you interact with is friendly and helpful. I would highly recommend this surgery to everyone I know.

Months of broken promises and ignored callbacks

Extremely disappointing experience with the service received for my child. I have been waiting for a callback for an extended period, and on multiple occasions was informed that an appointment would be arranged with a call to follow the same day, but this did not materialise. My formal complaint has also gone unanswered. Due to the lack of progress, I have had to seek private treatment to ensure my child receives the necessary care. I have decided to register with a different practice as I have lost confidence in the ability of the practice to follow through on commitments. Very dissatisfied with this experience.

Phone booking system needs improvement, staff are helpful

Whenever I speak with the reception team, they are such lovely people, they are great to speak with, very kind, helpful and sympathetic, and get the job done. I would say they are an asset to the surgery. Well done to them and all the staff, they are excellent at their jobs. I do hope the system can be improved with getting appointments via the phone, as the best way at the minute is to go down first thing, but that's no good for those that can't get down at that time of the morning or have anyone to do it for them. But I have to say it, the practice has been very good at getting me referred quickly to various departments and been seen within a few days or a couple of weeks with some services. Generally I am very happy with the practice. I usually see the GP and they are very good. The nursing staff are so lovely, kind and caring, and always manage the clinical procedures well and are also an asset to the surgery.

Impossible to reach by phone for appointments

One star feels insufficient to express my frustration. I made numerous attempts to reach the surgery starting from early morning before finally connecting with someone, only to be informed that all available slots were fully booked and advised to contact them again the following day, with no guarantee of securing an appointment then either. Despite not having attended in several years, I contribute significantly through taxation. I have requested that a manager contact me to address this matter, though I hold little optimism that this will occur. I would appreciate that any response does not suggest I simply call back, as the difficulty in reaching the practice in the first place makes this an impractical solution.

Staff handled everything without unnecessary fuss

The team consistently demonstrates helpfulness and manages issues in a straightforward manner.

Staff were responsive and genuinely reassuring

As a long-standing patient at this practice for over a decade, I feel it is worthwhile to acknowledge when one receives genuinely positive experiences. The entire team, across all roles, has consistently demonstrated a reassuring approach and has always been responsive to my concerns as a patient. Over recent weeks in particular, I have been especially pleased with the level of care and attention provided. I would like to extend my gratitude to everyone involved. 👌

Warm and professional from start to finish

I received a very warm, friendly and professional experience from everyone I interacted with... thank you for your exceptional service.

Phone lines impossible to get through on

I have been a patient at this surgery for over 15 years, but the experience has deteriorated significantly in recent times. Attempting to book an appointment by telephone at 8am proves extremely difficult. Visiting the surgery in person at 8am to arrange an appointment often results in waiting until later in the day for a callback, if one comes at all. During my visits, the waiting area appears relatively empty, which makes the lengthy delays to see a clinician in person puzzling and frustrating. I am considering transferring to a different practice and would recommend others do the same.

Waiting weeks for a callback response

I'm quite disappointed with this practice, which is unfortunate. I've been waiting considerably longer than expected to hear back despite making multiple contact attempts. In comparison, other healthcare facilities I've used in larger areas seemed to provide much quicker response times.

Callback promises not kept for two weeks

This surgery has been extremely disappointing. A family member contacted the practice requesting an appointment and was informed that someone would return the call within 72 hours. After this period elapsed without contact, she called again and received the same assurance. Despite calling multiple times over nearly two weeks, she has not received a callback. The lack of follow-through on promised communication has been frustrating and has caused considerable upset. The service fell well short of expectations, and the failure to maintain contact as indicated has been very disheartening.

Couldn't get through on the phone

The service continued to be disappointing. I made multiple attempts to reach the practice this morning before finally getting through, only to be informed that there were no available appointments. I was not offered the option of a telephone consultation either.

Well organised vaccination clinic with polite staff

The vaccination appointment was really well organised and went smoothly. The team were very courteous, took time to explain what would happen, and the whole process was completed quickly and efficiently.