Village Health Group East Leake

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Stay away - terrible surgery

I never usually write reviews, but I feel it’s my responsibility to warn others about my experience with this surgery. From start to finish, the standard of care has been deeply concerning. The administration and management team are disorganised, unresponsive, defensive and seemingly indifferent to patient wellbeing. Communication is terrible, notes aren’t accurately kept, appointments are mishandled, and concerns are not taken seriously - or often entirely ignored. Even more worrying are the clinical mistakes that have directly impacted patient health. Errors that should never happen in a professional medical setting have occurred, leaving patients to deal with the serious consequences. There appears to be little accountability and no sense of urgency when things go wrong. Overall, the entire practice feels shambolic and poorly managed. It is difficult to escape the impression that patient care is not the priority here. I would strongly urge anyone considering registering with this surgery to explore alternative options. Honestly, your health is worth more.

Nurses provided excellent wound care support

Following a significant surgical procedure at the hospital, the local health centre has been responsible for managing my wound care at home, and I would like to express my appreciation for the excellent and compassionate support provided by the clinical team.

Supportive care made a real difference to my health

Since relocating to the area nearly 2 years ago, I have been satisfied with this practice overall, with only minor reservations about one interaction regarding a family member's care, though that is not the focus of this feedback. What I want to highlight is my experience with one particular clinician who, after learning about my long-standing blood pressure concerns, provided reassurance, appropriate medication, and helpful lifestyle guidance during a consultation. I believe their intervention has been instrumental in preventing my condition from deteriorating further. They have maintained regular contact through telephone follow-ups and ensured I am receiving the right care. This clinician is an invaluable member of the practice and makes a genuine difference to the NHS. I have full confidence in this practice and would recommend it.

Online booking makes explaining symptoms easier

I have been a resident of the local area for over 30 years and have witnessed various improvements at the health centre, with the most notable being the introduction of online services. This is an excellent platform for describing symptoms and how one is feeling, particularly beneficial for managing ongoing health concerns where there is continuity of care with the same healthcare professional. I have been fortunate to see the same clinician on multiple occasions, and each visit has been helpful, reassuring and has eased my worries about various health matters. I have also received follow-up telephone consultations to ensure my care is progressing as intended. This has been the most positive healthcare experience I have had during my time in the area. The reception staff and nursing team are consistently courteous and supportive. A truly excellent team! 😊

Quick appointment helped ease our worries

Came into the practice without an appointment as my daughter's cough suddenly became much worse. A clinician saw us both very promptly and without delay. They not only examined my daughter but also made us both feel reassured and supported. I'm grateful to have experienced such caring healthcare professionals. The receptionist was also very pleasant and helpful. Thank you to the practice team.

Compassionate team who really listened to us

I really appreciate the support and assistance the practice team has provided to me and my family. They demonstrated compassion, understanding, and genuine helpfulness during times when we needed it most. Thank you very much.

Quick response at evening appointment time

I had an excellent experience during an evening appointment at the health centre. The staff responded promptly to my needs and the service was delivered very efficiently. I was very pleased with the care I received.

Quick appointment and efficient diagnosis

Received a swift appointment shortly after getting in touch, with an efficient and rapid assessment provided.

Online booking system made appointments straightforward

Excellent medical practice! The online appointment system is brilliant and efficient. Patients are typically seen on the same day when required. For instance, a request submitted in the morning regarding early pregnancy concerns resulted in an appointment within approximately an hour, where the clinician provided reassurance and arranged an appropriate specialist referral for further assessment. The reception team are consistently helpful and courteous. The experience has been consistently positive.

Online booking made evening appointments convenient

I accessed the online booking system for a minor health concern and was able to secure an appointment in the evening within a few days. The evening slot worked well with my work and family commitments. Following several cancellations, I received contact to reschedule my appointment earlier than originally planned. The clinician I saw was professional and compassionate. I have also been seen by another clinician previously. Both have demonstrated understanding, attentively heard my concerns, and I felt very pleased with the prompt and comprehensive care I received. Thank you!

Friendly staff and easy appointment booking

The team here are wonderfully approachable and consistently courteous and supportive. The system for scheduling appointments is excellent.

Easy online booking got me seen same day

The updated appointment system is excellent and straightforward to navigate. I was able to secure an appointment on the same day, and the clinical team and support staff provided outstanding care.

Reception staff were genuinely helpful and friendly

Excellent practice in the local area. The reception team were particularly helpful and welcoming! 😃

Felt listened to during my appointment

I recently attended an appointment with one of the practice assistants, who was very pleasant and demonstrated good listening skills. I have consistently found the standard of care provided at this practice to be of a high quality.

Inconsistent diagnoses and missed observations with child

I am very dissatisfied with the standard of care received at this practice, and this represents the second occasion on which we have experienced significant concerns. During an initial appointment, we were informed that our young child did not have a urinary tract infection. However, shortly after leaving, we received a call indicating that upon review of the test results, a urinary tract infection had been identified. Antibiotics were prescribed, but the child continued to experience fever and had only a small amount of medication remaining. At a subsequent appointment with a different clinician, the results were reviewed and we were told that there was no urinary tract infection present. A different course of antibiotics was prescribed due to uncertainty regarding the source of infection. We were advised that if fever persisted overnight, hospital assessment would be necessary. The fever did continue, and we attended for observations. During this visit, a clinician took the child's temperature but recorded a reading that seemed implausibly low. When I rechecked using the same thermometer, the reading was considerably higher. This raised concerns about the accuracy of basic clinical measurements. We were informed that further investigations such as x-rays and blood tests could be arranged but might take up to two weeks. Given that this was a very young child with a fever lasting ten days and an unidentified source of infection, we felt this timeframe was unacceptable and expressed our concerns about the risks associated with delayed investigation in young children. Following consultation with another clinician, we were referred to accident and emergency. A referral letter was provided, but it contained information that appeared incomplete or inaccurate, including observations that did not align with what we had reported or what we had observed. The letter documented clinical findings without apparent examination, and contradicted information we had provided about symptoms. When we questioned the clinical assessment, we were told that the practice staff were not paediatricians. We attended hospital, where our child was admitted to a ward. Investigations revealed chest infection, ear infection, and inflammation of the throat—findings that contradicted the assessment provided the previous day. This experience suggests that the care provided was inadequate and potentially unsafe for a young child, and a hospital admission may have been prevented with more thorough initial assessment.

Easy booking system and same day appointment

The new appointment system was straightforward to navigate and I was able to secure a same-day slot. The team members were welcoming and the clinician provided excellent care.

Same-day appointment made all the difference

I wanted to leave a review for the Village Health Group, having had an appointment for a persistent chesty cough. I was impressed that my request was triaged and an appointment was arranged on the same day. I was seen by a clinician who was thorough and professional in their assessment and did not make me feel rushed. They asked at the end of my appointment if I had any further concerns. I mentioned that I felt my thyroid was enlarged and asked if they could examine it. They were kind and did examine me further, which led to a referral for additional investigations. I am very grateful to the clinician and the medical team who demonstrated compassion, professionalism and due diligence by taking that moment to check whether there were any other concerns. It is this approach that has ensured I have received further investigations and treatment at specialist hospitals. In a time when NHS budgets, resources and staffing are under so much pressure, it is reassuring to know that the GP practice is still advocating so hard for the patients they care for.

Online booking improved but communication gaps remain

The updated online booking system has significantly improved the ease of making appointments and getting in touch with the practice, which is appreciated. That said, I have encountered problems previously regarding how information is communicated - there have been instances where test outcomes were not relayed to me and specialist referrals that were discussed did not materialise as expected. These issues resulted in my care being postponed beyond what would have been ideal. While I recognise that the team faces considerable workload demands, lapses in communication around healthcare matters are concerning and warrant improvement.

Helpful reception and quick same-day appointments

The practice consistently addresses my questions and concerns. The online booking system works well, and I was able to secure an appointment on the same day I requested one. Most of the front desk team are friendly and easy to speak with.