Village Health Group East Leake

Confusing phone and online booking system

Attempted to book an appointment through the online system, but was informed that no slots were available and that I would need to contact the surgery by phone. When I called the surgery, I was told by the person who answered that appointments could only be booked online, which contradicted the initial instruction I had received.

Felt genuinely listened to and well informed

Very impressed with the East Leake Surgery. The clinician I saw always keeps you informed and provides an excellent service. They are very approachable and very caring. You feel like they are 'your' doctor. Thank you.

Quick injection appointment made a real difference

I had been experiencing discomfort for quite some time, but after receiving an injection treatment, I finally noticed a significant improvement in my quality of life. Thanks to the care I received, I was able to enjoy time away with my family without the limitations I had been facing, which was incredibly meaningful to me. The whole experience was efficient, professional and gave me confidence. The practice has always been responsive to my questions and genuinely goes the extra mile for patients. I feel fortunate to have access to such a committed and compassionate team in my area.

Booking system improvements make getting care easier

The medical practice represents a valuable resource for the community. The clinical and support staff demonstrate genuine dedication to patient care. The recent enhancements to the appointment scheduling system have been positively received and genuinely facilitate access to appropriate care when needed. The clinical team members are also thorough in their follow-up consultations, whether by telephone or in person, and ensure that information is communicated clearly and concisely while maintaining a caring approach.

Phlebotomist was consistently professional and skilled

I have had blood tests carried out on several occasions over time, and I must say that the person who performs these procedures is consistently excellent.

Quick appointment slot but long wait afterwards

My spouse received a call at mid-morning and was offered an appointment shortly after. We arrived a few minutes early, but waited over an hour before being seen. This was disappointing, particularly given that the appointment had been arranged as a priority matter. Additionally, the automated announcement system felt rather detached, and the waiting area did not create a particularly welcoming atmosphere.

Confidential letter left visible at reception desk

I brought a confidential letter from my specialist that I asked my GP practice to review. Despite my clear request for it to remain unopened, it was opened by a member of the reception staff, entered into their computer system, and subsequently left visible on their desk where other patients in the waiting area could see it. I am very concerned about how patient confidentiality was handled in this situation. I found this experience deeply disappointing.

Online form got me seen and treated by noon

A recent visit for respiratory and sinus symptoms including wheezing and fatigue. An online assessment form was completed on a Monday morning. A pharmacy consultation followed the same day, where vital signs were checked and a chest examination was performed, which revealed abnormal sounds. Antibiotic treatment was offered and arranged by midday. A follow-up text message was received approximately one week later to check on progress. As some symptoms persisted, an additional nasal spray was recommended to provide further relief. Excellent service. Thank you very much.

Online booking system saves time and effort

The new online system is excellent, with responses consistently arriving within a few hours of submitting an enquiry. The clinical staff have been particularly helpful for all matters relating to my young children, always taking time to listen to my concerns and offering face-to-face appointments when appropriate. They are a real asset to the practice and I'm very grateful for their support.

Staff genuinely care and listen to patients

The entire team at this practice are absolutely wonderful. They have consistently made genuine efforts to meet my individual requirements. They have demonstrated considerable empathy throughout and genuinely strived to address my needs. The reception team, clinical support staff, administrative personnel, nursing staff and clinicians are all remarkably kind and clearly demonstrate that they care. The team creates an environment where I feel supported and secure. I have confidence in them. This is the finest medical practice I have had the opportunity to be treated at. Thank you for your tremendous dedication and commitment. Update: Feb 2025 The current triage approach functions exceptionally well. I cannot express enough gratitude to the team for their ongoing support and assistance with managing my long-term health requirements. They are consistently available and willing to help in whatever way they can. They all demonstrate considerable commitment to their patients and I am truly appreciative. Always

Friendly staff who really listen to patients

An excellent practice with healthcare professionals and team members who consistently provide care that exceeds what is typically found at other surgeries in the locality.

Reception staff were argumentative and unhelpful

The reception staff were unwelcoming, difficult to deal with, and unhelpful.

Online booking system created unnecessary extra visits

I relocated to the village approximately a year ago and initially had a positive impression of this practice. However, my experience has declined since the introduction of the new online booking system. There appears to be a reluctance to engage with patients in person. When I sought assistance with obtaining a private letter and updating records for my son, I received inconsistent guidance from different staff members. Despite having the relevant documentation with me during my visit, I was instructed to submit it through an online attachment feature that was not actually available. If the practice intends to operate primarily through digital channels, it is essential that staff receive accurate information to provide to patients. This situation resulted in me needing to make two extra visits to the surgery. Additionally, some of my requests went unaddressed, and the lack of clear timescales for certain processes left me uncertain about when matters would be resolved. On top of this, the online system has been unavailable today, which is particularly frustrating.

Nurse didn't check notes before turning us away

I attended the practice on a weekday with my partner who has a neurological condition. They required a blood test that had been requested by their specialist team. Following a wait of approximately half an hour, we were informed that the practice was unable to proceed with the blood test. Given that my partner experiences challenges with mobility and processing information, I felt that reviewing their medical notes beforehand would have been helpful. The staff member could have either provided clear written instructions about what needed to be done next, or ideally completed the test at that time. I am uncertain whether there is a genuine restriction preventing the practice from carrying out this test, or whether this represents a decision made by the practice itself. Considering that we are located locally and the specialist hospital is also within the same region, the lack of coordination between the two services felt like a significant missed opportunity for better teamwork. No clarification was offered about the situation, and no alternative support was suggested. This experience fell well short of the standard of care I would have expected.

Dismissed concerns and left waiting too long

Extended waiting period, and the clinician did not adequately address my concerns. I am currently experiencing ongoing discomfort and unable to access further care until I am able to secure another appointment, as I was advised to return only if my situation deteriorated.

Online triage system made booking straightforward

I accessed the new online triage system this evening and found it very easy to use. Once I submitted my request, I received a call back within a few minutes from a helpful member of the reception team who arranged an appointment for me to visit the practice. The clinician I saw was punctual, courteous and conducted themselves professionally throughout. A prescription was arranged and sent to my pharmacy for collection. The entire process was efficient and well-managed. I was very pleased with the service provided by the practice.

Polite staff who listen and help

The team members are courteous and consistently make an effort to help. I don't visit often, but on the occasions when I've required their services, I've been pleased with the standard of care provided.

Couldn't get through on the phone

A deeply frustrating experience. Attempting to reach the practice in the early morning resulted in the call being declined because the lines were overloaded. Subsequent attempts to get through encountered the same difficulty repeatedly.

Frustrated by long waits and understaffing issues

The service provided here falls significantly short of expectations for a growing community with limited medical availability. Hearing about operational challenges is deeply frustrating for those seeking medical support and care, which appears to be inadequate across multiple areas. The overall provision of healthcare services appears to be struggling and insufficient.

Appointment time texts were confusing and unhelpful

Excellent Service. My wife had arranged an appointment several weeks prior via telephone for 10:30am this morning. A few days beforehand she received a text notification indicating her appointment had been rescheduled to 11:25am. This morning at 10:51am she received a text stating that she had missed her appointment and requesting she rebook. Outstanding marks for communication, and to add to matters she had taken unpaid time away from work! She was advised by reception staff to disregard the text message and that she should have attended for the original 10:30am slot. So for anyone scheduling appointments, it may be wise to disregard the times shown in text reminders as these could potentially contain inaccuracies! Contacting the practice to verify the appointment time the day before may help avoid any confusion!