Lion Health
JW
Jack W. one year ago • From Google
Bad
Terrible experience! Will be switching practices. Appointment scheduled for 8.30, my unwell partner and I were required to wait outside in cold conditions. My partner was seen at 8.30 this morning. They emerged around 8.45 and were directed to use an off-site pharmacy (operated by the practice) that was inconveniently located away from our home, despite having a pharmacy much closer to where we live. The pharmacy had not received the prescription. I attempted to contact the main reception line as it was the only available option, but they don't open until 10, despite the practice opening at 8.30. We drove back to the practice to speak with reception staff who were curt and dismissive. The interaction felt unwelcoming and unhelpful. The staff member's approach seemed unprofessional and suggested a need for improved customer service training. It transpired that the clinician my partner initially saw was unable to process prescriptions and we had to wait for another clinician who was dealing with an emergency. Conveniently, they became available just as I expressed my frustration. By this point, over an hour had passed since the prescription was issued and still hadn't been sent through. Eventually the prescription was sent to the on-site pharmacy instead, though it's unclear why this wasn't done initially. We had now been waiting an hour and a half since the prescription was first given. Deeply disappointing experience. I have not encountered such poor service standards, particularly from a healthcare provider that should prioritise patient care.
Rachel M.